Elements and Performance Criteria
- Identify nature and type of enquiry or complaint.
- Client is addressed in a courteous and business-like manner according to company requirements.
- Details of enquiry or complaint are confirmed through suitable communication with client according to company requirements.
- Client needs and degree of urgency are established promptly according to company requirements.
- Details of enquiry or complaint are recorded to ensure accurate records are maintained according to company and legislativerequirements.
- Impact of relevant legislative and company requirements for handling enquiries and complaints is identified.
- Arrangements and follow-up are made for enquiries or complaints requiring additional research, according to company requirements.
- Research information relevant to enquiry or complaint.
- Information relevant to client needs is identified from company and industry sources according to company requirements.
- Records are reviewed to establish history of service according to company requirements.
- Site is inspected, where appropriate with client, to consider enquiry or confirm existence of problem according to company requirements.
- Probability of associated problems is assessed using available information according to company requirements.
- Advice is sought from appropriate personnel where necessary on nature of problem and proposed solution according to company requirements.
- Refer enquiries or complaints.
- Enquiries or complaints that require referral to other personnel or external bodies are identified according to legislative and company requirements.
- Referrals to appropriate personnel are made for follow-up according to individual level of responsibility and company requirements.
- Documents and investigation reports are forwarded to appropriate personnel according to company requirements.
- Follow-up is made with appropriate personnel to gain prompt decisions according to company requirements.
- Communicate with clients and/or their agents to resolve issue.
- Satisfy complex client needs.
- Possibilities for meeting client needs are explained to client according to legislative and company requirements.
- Clients are assisted to evaluate product and service options to satisfy their needs according to legislative and company requirements.
- Preferred action is determined and prioritised according to legislative and company requirements.
- Potential difficulties in client service delivery are identified and appropriate action is taken according to legislative and company requirements.
- Update relevant files and records.
- Update policy and procedures where required.
- Information on identified problem and solution is provided to management to assist in updating company policy and procedures according to company requirements.
- Staff members are debriefed on the nature of problems and implemented solutions to reduce incidence of recurrence according to legislative and company requirements.