Elements and Performance Criteria
- Establish contact with clients
- Communication with clients is conducted in a professional and courteous manner according to organisational requirements
- Personal dress and presentation is maintained in line with organisational requirements
- Appropriate interpersonal skills are used to facilitate accurate and relevant exchange of information
- All work reflects sensitivity to client's specific needs and any cultural, family and individual differences
- Respond to client enquiry
- Client enquirie s are responded to promptly and politely and in accordance with organisational requirements
- Appropriate questioning and active listening are used to determine client needs
- Telephone calls are answered and made in accordance with organisational requirements
- Information relevant to client needs is provided in line with organisational requirements
- Enquiries outside area of responsibility/knowledge are referred to nominated person/s for resolution
- Additional information or follow-up action is completed in line with client needs and organisational timelines