Elements and Performance Criteria
- Communicate with the customer
- Conduct communication with customers and colleagues in a polite, professional and friendly manner
- Use language and tone appropriate to a given situation in both written and spoken communication
- Use appropriate non-verbal communication in all situations
- Observe and take into consideration non-verbal communication of colleagues and customers
- Show sensitivity to cultural and social differences when communicating with others
- Use active listening and questioning to facilitate effective two-way communication
- Identify potential and existing conflicts and seek solutions in conjunction with parties involved
- Maintain personal presentation standards
- Provide service to customers
- Identify customer needs and expectations correctly, including those with special needs, and provide appropriate products, services or information
- Meet all reasonable needs and requests of customers within organisational guidelines and timeframes
- Identify and take all opportunities to enhance the quality of service
- Respond to customer complaints
- Recognise customer dissatisfaction promptly and take action to resolve the situation according to individual level of responsibility and organisational procedures
- Handle customer complaints positively, sensitively and politely and in consultation with the customer
- Use appropriate techniques to avoid escalation of the complaint
- Refer escalated complaints to the appropriate person if resolution falls outside individual level of responsibility and organisational policy and procedures
- Maintain a positive and cooperative manner at all times