Google Links

Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

  1. Identify customer relationship to enterprise
  2. Identify customer as a new or repeat customer
  3. Obtain and check formal customer identification details for repeat customers and access information according to workplace procedures
  4. Capture information on new customers according to workplace procedures
  5. Identify customer requirements
  6. Apply product knowledge to answer and address customer questions and support informed purchase decision
  7. Communicate clearly the degree to which customer requirements can be met
  8. Propose alternatives for any inability to completely satisfy customer requirements
  9. Use communication skills to provide positive customer experience
  10. Action customer requirements
  11. Record customer requirements not able to be met immediately, and undertake follow-up checks according to procedures
  12. Communicate with customers to inform of service progress or completion, according to workplace procedures
  13. Address customer complaints
  14. Determine source of complaint or issue and report to relevant personnel
  15. Determine process for resolving complaint and confirm with customer
  16. Action process and maintain communication with customer until completion
  17. Assess effectiveness of resolution and report or record outcomes according to work procedures
  18. Promote better customer service
  19. Assess customer service provided and identify and report opportunities for improvement

Range Statement

This field allows for different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included.

Customer liaison includes using one (1) or more of the following:

telephone

written forms

email

face-to-face contact

digital/electronic tools

Customer requirements include one (1) or more of the following:

price

delivery date

quantity

quality

specifications

Communication skills include one (1) or more of the following:

active listening

asking and answering questions

appropriate body language

plain English

politeness

assertiveness

building rapport

calmness

patience

empathy

effective verbal communication

clarifying/checking meaning

addressing/minimising communication barriers

Appropriate actions to implement customer requirements include one (1) or more of the following:

filling or entering order

corrective action to resolve complaints

repair or service to customer equipment

Sources of complaint or issue include one (1) or more of the following:

damaged goods

poor service

delayed delivery

goods not received

incorrect specifications

difficult customer

Processes for resolving complaint include one (1) or more of the following:

replacement

repair

price reduction

providing additional or improved service

explanation

apology

referral to appropriate personnel or other supplier

suggest alternative product / service

Customer relationships include one (1) or more of the following:

internal

external

repeat

one-off

new

established

significance in terms of purchase size, length of association, company status and relationship

previous history

special service requirements or conditions

reciprocal arrangements

supply chain relationship

Opportunities for improving customer service include one (1) or more of the following:

new documentation

new communication

system improvements

delivery improvements

product or service improvements