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