Personnel/ professional

Resume
Identification
Personnel/professional
Source
ISO Guide 76: Development of service standards - Recommendations for addressing consumer issues
Description
"Sectoral standards need to deal principally with personnel, whether employees or volunteers, in direct contact with customer".
Knowledge
"Standards could specify minimum requirements in necessary areas, e.g. a need for personnel in direct contact with customers to be fluent in the language of the target user, or to fully understand and be able to explain the organization's complaints procedure".
Prompts to be considered in the standard development which are related to knowledge of the personnel:
in required areas, e.g. language of target customer, organization's complaints procedure
Skills and competencies
"The skills required include the minimum qualifications and experience necessary to carry out the primary service task under the personnel's responsibility as well as ancillary competencies, such as communication skills (particularly where personal care is being delivered), the flexibility to deal with different types of ability and understanding amongst customers, or physical fitness, where appropiate."
Prompts to be considered in the standard development which are related to Skills and competencies of the personnel:
minimum qualifications and experience necessary;
physical fitness, where appropriate
Attitude
"Professionalism is a requirement of personnel in all phases of delivery, including accountability for actions and decisions, courtesy and attention to the needs of the customer and adherence to sector-specific or organizational ethical codes, such as the customer's confidentially. Poor attitude is a major source of complaints and is therefore highlighted separately."
Prompts to be considered in the standard development which are related to attitute of the personnel:
professionalism in all phases of delivery, including accountability for actions and decisions, courtesy and attention, confidentiality
Training
"The policies and procedures of an organization or a company should include methods for monitoring performance and providing continuing professional development of staff. Training for all sectors should include communication with customers (attitudes and knowledge of the complaints process), safaty and health requirements, special needs awareness, etc. Specific training will relate to the role of personnel and the service being delivered."
Prompts to be considered in the standard development which are related to training of the personnel:
organization or company policies and procedures, including monitoring performance
e.g. attitudes, safety, knowledge of complaints process, special needs awareness
ISO Guide 76
Customer
Questions
Are the organization and its personnel courteous and helpful to me?
Is the service being provided in a courteous, knowledgeable, friendly manner and with appropriate attitude?
Is my complaint handled promptly, courteously and knowledgeably, whether the service is provided nationally or from another country?

Resume
Identification	Personnel/professional
Source	ISO Guide 76: Development of service standards - Recommendations for addressing consumer issues
Description	"Sectoral standards need to deal principally with personnel, whether employees or volunteers, in direct contact with customer".
Knowledge	"Standards could specify minimum requirements in necessary areas, e.g. a need for personnel in direct contact with customers to be fluent in the language of the target user, or to fully understand and be able to explain the organization's complaints procedure". Prompts to be considered in the standard development which are related to knowledge of the personnel: in required areas, e.g. language of target customer, organization's complaints procedure
Skills and competencies	"The skills required include the minimum qualifications and experience necessary to carry out the primary service task under the personnel's responsibility as well as ancillary competencies, such as communication skills (particularly where personal care is being delivered), the flexibility to deal with different types of ability and understanding amongst customers, or physical fitness, where appropiate." Prompts to be considered in the standard development which are related to Skills and competencies of the personnel: minimum qualifications and experience necessary; physical fitness, where appropriate
Attitude	"Professionalism is a requirement of personnel in all phases of delivery, including accountability for actions and decisions, courtesy and attention to the needs of the customer and adherence to sector-specific or organizational ethical codes, such as the customer's confidentially. Poor attitude is a major source of complaints and is therefore highlighted separately." Prompts to be considered in the standard development which are related to attitute of the personnel: professionalism in all phases of delivery, including accountability for actions and decisions, courtesy and attention, confidentiality
Training	"The policies and procedures of an organization or a company should include methods for monitoring performance and providing continuing professional development of staff. Training for all sectors should include communication with customers (attitudes and knowledge of the complaints process), safaty and health requirements, special needs awareness, etc. Specific training will relate to the role of personnel and the service being delivered." Prompts to be considered in the standard development which are related to training of the personnel: organization or company policies and procedures, including monitoring performance e.g. attitudes, safety, knowledge of complaints process, special needs awareness
ISO Guide 76 Customer Questions	Are the organization and its personnel courteous and helpful to me? Is the service being provided in a courteous, knowledgeable, friendly manner and with appropriate attitude? Is my complaint handled promptly, courteously and knowledgeably, whether the service is provided nationally or from another country?