In this section find out more about the standards – their aim, structure, benefits as well as what they consist of.


An occupational standard consists of an element title, performance criteria and a range indicator. Here’s an example:





Element Title

Statement of an outcome which an individual is expected to achieve

Greet customers and/or visitors face-to-face and meet initial needs

Performance Criteria

Statements which describe critical outcomes that have to be achieved and the standard of performance which is required

  • Customer and/or visitor is greeted in accordance with organisational requirements
  • Purpose of visit is ascertained using communication skills to elicit information in accordance with organisational requirements

Range Indicator

Description of the range of applications and contents over which the standard is intended to apply


May include but is not limited to – a smile, polite language, appropriate welcoming phrase, appropriate non-verbal communication.


May include but are not limited to – timeliness, accuracy of directions, courtesy

Underpinning Knowledge

Specifies the knowledge and understanding an individual needs for competent performance

The policies and procedures relating to customer service