Elements and Performance Criteria
- Identify information requirements
- Appropriate interpersonal skills are used to accurately identify customer's information needs.
- Initial customer enquiries are handled courteously and promptly in accordance with enterprise and industry requirements.
- Knowledge and understanding of products and services are actively updated via authoritative sources and appropriate personnel.
- Personal and professional limitations in addressing customer information needs are identified, and assistance is sought from appropriate personnel when required.
- Provide information
- Information that addresses customer requirements is provided to customers in a timely and professional manner.
- Product and services that may meet customer requirements are appropriately exhibited to customer as required.
- Enquiries that fall outside own areas of responsibility/knowledge are appropriately referred within enterprise for follow up and completion.