This standard covers the skills and knowledge needed to develop customer relationships. This includes building customer confidence in the level of service provided, meeting the ongoing needs and expectations of customers and developing relationships between customers and your organisation.
Outcomes
Performance Criteria
You must be able to:
1. comply with health and safety requirements and procedures at all times
2. obtain specifications and requirements of the items to be produced following standard operating procedures
3. make realistic customer service promises to your customers
4. ensure that your promises balance the needs of your customers and your organisation
5. keep your promises to your customers
6. inform your customers if you cannot keep your promises due to unforeseen circumstances
7. recognise when your customers’ needs or expectations have changed and adapt your service to meet their new requirements
8. keep your customers informed if delivery of the service needs to involve passing them on to another person or organisation
9. act in a professional manner whilst on location
Knowledge & Understanding
You need to know and understand:
1. relevant health and safety responsibilities
2. meaning of terms used in specifications
3. realistic customer service promises and how you deliver these
4. how to recognise when customers’ needs or expectations have changed and how to adapt your service to meet new requirements
5. how to keep your customers informed if delivery of the service needs to involve passing them on to another person or organisation
6. how to behave professionally and what is expected of you
PROFRR19 Develop customer relationships
Overview
This standard covers the skills and knowledge needed to develop customer relationships. This includes building customer confidence in the level of service provided, meeting the ongoing needs and expectations of customers and developing relationships between customers and your organisation.
Outcomes
Performance Criteria
You must be able to:
1. comply with health and safety requirements and procedures at all times
2. obtain specifications and requirements of the items to be produced following standard operating procedures
3. make realistic customer service promises to your customers
4. ensure that your promises balance the needs of your customers and your organisation
5. keep your promises to your customers
6. inform your customers if you cannot keep your promises due to unforeseen circumstances
7. recognise when your customers’ needs or expectations have changed and adapt your service to meet their new requirements
8. keep your customers informed if delivery of the service needs to involve passing them on to another person or organisation
9. act in a professional manner whilst on location
Knowledge & Understanding
You need to know and understand:
1. relevant health and safety responsibilities
2. meaning of terms used in specifications
3. realistic customer service promises and how you deliver these
4. how to recognise when customers’ needs or expectations have changed and how to adapt your service to meet new requirements
5. how to keep your customers informed if delivery of the service needs to involve passing them on to another person or organisation
6. how to behave professionally and what is expected of you