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Elements and Performance Criteria

Identify customer requirements
- Follow standard operating procedures and comply with work health and safety (WHS) requirements at all times
Identify customer requirements from verbal or written communication
Determine product/service availability to meet customer requirements
Communicate clearly the degree to which customer requirements can be met and propose alternatives for any inability to completely satisfy customer requirements
Use communication skills to provide positive customer experience
Complete documentation to record customer details and order requirements
Action customer requirements
- Take appropriate action to implement customer requirements
Record products and services provided to customer and complete require workplace documentation
Handle customer issues
- Receive complaint information to ensure a thorough understanding of customer issue
Determine required action and address or refer matter to appropriate personnel
Record and follow up customer requirements not able to be met

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:

face-to-face contact

digital/electronic tools

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

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

active listening

asking and answering questions

appropriate body language

building rapport

effective verbal communication

Appropriate action 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

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

delayed delivery

goods not received

incorrect specifications

difficult customer