Elements and Performance Criteria
- Prepare for customer contact
- Obtain and study product or service details relating to customer contact
- Study prepared call/contact guides or scripts
- Locate sources of information that may be required to develop product or service expertise
- Develop a clear understanding of enterprise policies and procedures
- Develop proficiency with equipment and systems to effectively and efficiently manage contact
- Clarify any unclear details with relevant manager
- Identify and use safe working methods
- Provide responsive and quality service in response to customer queries
- Greet customer in accordance with enterprise protocol
- Respond in a manner to effectively encompass cultural diversity
- Effectively establish and clarify customer needs
- Satisfy customer needs promptly, efficiently and effectively to maximise customer satisfaction, and to minimise delays and the need to refer customer elsewhere
- Respond to customer concerns in a positive manner and in line with enterprise policy for complaint resolution
- Treat customer with respect and courtesy, and enhance and develop customer loyalty
- Complete follow-up action effectively in accordance with the timeframes, business rules and practices, and in line with customer expectations
- Arrange provision of a product or service
- Respond appropriately to customer requirements and identify relevant options
- Select appropriate product or service in consultation with customer
- Agree actions or orders with customer giving consideration to maximising value and service delivery to customer
- Consider any customer retention options that can be applied to the contact
- Use clear, simple and easy to understand language and ensure responses are comprehensive
- Manage customer contact
- Record details of contact in accordance with policy
- Record and report any difficulties not escalated but that may present an opportunity for continuous improvement
- Adapt to the requirements and expectations of various customers when working in an outsource environment and dealing with multiple customer bases
- Escalate inquiries or orders that cannot be satisfied immediately
- Supply follow-up information to customer as required and in a timely manner
- Observe relevant legislation, codes, regulations and standards throughout transaction