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 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 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