Elements and Performance Criteria
- Identify and assess the needs and expectations of different types of customers
- Provide high quality service to customer
- Customer requests are responded to promptly and efficiently
- Customers are treated in a manner which assists the development of a positive and professional relationship
- Organisation services and products are appropriately promoted to encourage repeat business
- Customer dissatisfaction is promptly recognised and attended to
- Deal with difficult customers
- The nature and details of the complaint are established and agreed upon with the customer
- Appropriate action is taken to resolve the complaint to the customer's satisfaction wherever possible within the level of responsibility determined
- The complaint is referred to appropriate personnel if the staff member cannot resolve the situation to the customer's satisfaction
- Organisation documentation is completed in accordance with organisation requirements
- Seek and action customer feedback