linguistic background of the individual group and in Element 3 – accordance with council policy. Communicate effectively with the public 3.2 Relevant council policies, procedures, works and Q36 Task 3 restrictions are clarified to the public in a comprehensive and courteous manner. 3.3 Information provided to the public is accurate and Q49 Task 3 timely. 3.4 A positive image of council is presented and Q3 Task 3 maintained in all dealings with the public. 3.5 Opportunities for customer feedback are provided. Q46, 50, 51 Task 3 Element 4 Manage 4.1 Council procedures are followed when dealing with Q52, 53 Task 3 – difficult customers. difficult customer situations 4.2 In the of a complaint, corrective action is taken Q46 Task 3 where possible or a resolution process is mutually agreed 4.3 Customer feedback is reviewed in consultation with Q50, 51 Task 3 work group and changes or improvements considered. 4.4 A calm and conciliatory approach to difficult customer Q52, 53 Task 3 situations is demonstrated with a focus on constructive problem solving.
Element 3 – Communicate effectively with the public linguistic background of the individual group and in accordance with council policy. 3.2 Relevant council policies, procedures, works and restrictions are clarified to the public in a comprehensive and courteous manner. Q36 Task 3 3.3 Information provided to the public is accurate and timely. Q49 Task 3 3.4 A positive image of council is presented and maintained in all dealings with the public. Q3 Task 3 3.5 Opportunities for customer feedback are provided. Q46, 50, 51 Task 3 Element 4 – Manage difficult customer situations 4.1 Council procedures are followed when dealing with difficult customers. Q52, 53 Task 3 4.2 In the of a complaint, corrective action is taken where possible or a resolution process is mutually agreed Q46 Task 3 4.3 Customer feedback is reviewed in consultation with work group and changes or improvements considered. Q50, 51 Task 3 4.4 A calm and conciliatory approach to difficult customer situations is demonstrated with a focus on constructive problem solving. Q52, 53 Task 3
BOS1580%20Cert%20IV%20Local%20Govt%20Admin.docx