Elements and Performance Criteria
- Identify and assess the needs and expectations of customers
- Deliver high quality service
- Customers are greeted in a polite and friendly manner
- Trust, goodwill and satisfaction are developed through appropriate communication strategies
- Customer requests are met whenever possible and within reasonable limits
- Customer service is delivered in a manner that is appropriate to customer s cultural/religious background
- Customer dissatisfaction is promptly recognised and necessary action to resolve the problem is taken
- Potential problems are anticipated and action is taken to minimise the effect on customer satisfaction
- Opportunities to enhance the delivery of quality customer service are identified and appropriate actions, such as offers of assistance, building of rapport, and intuitive identification of unstated customer needs, are implemented
- Non-verbal communication is used appropriately
- Deal with difficult customer situations
- Customer complaints are handled sensitively, courteously and discretely in accordance with workplace procedures and in a manner that is appropriate to the customer s cultural background
- The nature and details of the customer s complaints are established and agreed upon
- Action to resolve the customer s complaint to their satisfaction is taken whenever possible and within the appropriate level of responsibility
- Unresolved customer complaints are referred to a higher authority
- All associated documentation is accurately and legibly completed in accordance with workplace procedures
- Provide service to customers with special needs
- Customers with special needs are promptly and discreetly identified
- Customers are informed of special services and amenities appropriate to their needs
- Service is appropriately adjusted according to the needs of the customer
- Unaccompanied minors are provided with extra service appropriate to their needs according to company policy
- Provide service to customers with physical disabilities
- Customers with physical disabilities are identified and appropriately responded to
- Customers are informed of special services and amenities appropriate to their needs
- Service is appropriately adjusted according to the physical needs of the customer and may include special services including moving, feeding and toileting