Elements and Performance Criteria
- Identify customer need or enquiry regarding product or service
- Customer is greeted according to workplace procedures and customer service standards
- Customer requirement relating to specific product or service is identified and clarified
- Referrals to appropriate personnel are provided where customer need or enquiry is outside scope of own responsibility or authority
- Provide information and advice to customer
- Information that addresses customer need or enquiry is provided in a timely, efficient and courteous manner to build a positive relationship and customer loyalty
- Questions are asked to confirm that information satisfies customer need or enquiry
- Outstanding customer requirements are identified and promptly addressed in a courteous and discreet manner, or are referred to appropriate personnel
- Finalise customer contact
- Customer feedback about product or service is sought and recorded as required according to workplace procedures
- Required follow-up action is completed effectively according to workplace procedures and timeframes
- Customer complaints or dissatisfaction are addressed or escalated to appropriate personnel as required
- Interaction with customer is concluded in line with workplace procedures and customer service standards
- Identify customer need or enquiry regarding product or service
- Customer is greeted according to workplace procedures and customer service standards
- Customer requirement relating to specific product or service is identified and clarified
- Referrals to appropriate personnel are provided where customer need or enquiry is outside scope of own responsibility or authority
- Provide information and advice to customer
- Information that addresses customer need or enquiry is provided in a timely, efficient and courteous manner to build a positive relationship and customer loyalty
- Questions are asked to confirm that information satisfies customer need or enquiry
- Outstanding customer requirements are identified and promptly addressed in a courteous and discreet manner, or are referred to appropriate personnel
- Finalise customer contact
- Customer feedback about product or service is sought and recorded as required according to workplace procedures
- Required follow-up action is completed effectively according to workplace procedures and timeframes
- Customer complaints or dissatisfaction are addressed or escalated to appropriate personnel as required
- Interaction with customer is concluded in line with workplace procedures and customer service standards