Elements and Performance Criteria
- Establish contact with customers
- Acknowledge and greet customer in a professional, courteous and concise manner according to organisational and legislative requirements
- Maintain personal dress and presentation in line with organisational requirements
- Communicate using appropriate interpersonal skills to facilitate accurate and relevant exchange of information
- Maintain sensitivity to customer specific needs and any cultural, family and individual differences
- Establish rapport/relationship with customer and express a genuine interest in customer needs/requirements
- Identify customer needs
- Use appropriate questioning and active listening to determine customer needs
- Assess customer needs for urgency to identify priorities for service delivery
- Provide customer with information about available options for meeting customer needs and assist customer to identify preferred option/s
- Identify personal limitations in addressing customer needs and seek assistance from designated persons where required
- Deliver service to customers
- Provide prompt customer service to meet identified needs according to organisational requirements
- Provide information regarding problems and delays, and followup within appropriate timeframes as necessary
- Communicate with customers in a clear, concise and courteous manner
- Identify opportunities to enhance the quality of service and products, and take action to improve the service whenever possible
- Process customer feedback
- Promptly recognise customer feedback and handle sensitively according to organisational and legislative requirements
- Accurately record any feedback and communication between customers and the organisation according to organisational standards, policies and procedures and legislative requirements
- Identify any unmet customer needs and discuss suitability of other products/services
- Support customers to make contact with other services according to organisational policies and procedures