Elements and Performance Criteria
- Prepare for customer engagement
- Obtain and study product or service details relating to customer engagement
- Study prepared engagement guides or scripts
- Locate sources of information that may be required to develop product and service expertise
- Develop an understanding of enterprise policies and procedures and personal targets or key performance indicators (KPIs)
- Develop proficiency with equipment and systems to effectively and efficiently manage engagement
- Clarify details as required with relevant personnel
- Provide quality service in response to customer queries
- Use technology to respond to customer queries
- Greet customer according to enterprise protocol and encompass cultural diversity
- Establish and clarify customer needs
- Satisfy customer needs promptly, efficiently and effectively to maximise customer satisfaction and minimise delays and 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 followup action according to engagement escalation policy, timeframes, business rules and practices, and in line with customer expectations
- Arrange provision of 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 customer retention options that can be applied to engagement
- Use clear, simple and easy to understand language and ensure responses are comprehensive
- Respond to customer enquiries
- Adapt to the requirements and expectations of various customers when working in an outsource environment and dealing with multiple customer bases
- Escalate enquiries or orders that cannot be satisfied immediately
- Supply followup information to customer as required and in a timely manner
- Observe organisational regulations and standards throughout transaction
- Record details of engagement according to policy
- Record and report difficulties not escalated but that may present an opportunity for continuous improvement