Elements and Performance Criteria
- Establish a working relationship with clients
- Acknowledge and greet clients courteously in accordance with company requirements and workplace procedures
- Communicate with clients in a clear, accurate and courteous manner during contacts in accordance with company requirements
- Establish rapport/relationship with client and express a genuine interest in client needs/requirements in accordance with company requirements
- Identify client needs
- Identify client needs in accordance with workplace procedures and company requirements
- Analyse client requests and where necessary confirm, with the client or others, to identify exact requirements in accordance with company requirements
- Provide clients with information about available options for meeting their needs in accordance with company requirements
- Identify any personal limitations in addressing client needs and, where appropriate, seek assistance from others in the work group in accordance with company requirements
- Deliver service to clients
- Provide prompt client service to meet identified needs in accordance with company requirements
- Treat suggestions and complaints positively and politely and, where appropriate, use to improve personal and company practice in accordance with company requirements
- Identify opportunities to enhance the quality of products and services and client contacts and utilise such opportunities wherever possible
- Provide effective client service on client premises
- Carry out workplace procedures in a timely and professional manner in accordance with company requirements
- Negotiate alternative arrangements with clients where previously arranged commitments cannot be met, in accordance with workplace procedures and company requirements
- Ensure operations and services provided satisfy client delivery needs and company requirements
- Maintain personal presentation standards and present a professional image
- Promote the products and services of the organisation to potential and existing clients
- Explain products and services of benefit to the client clearly and accurately in accordance with company requirements
- Provide sales brochures and product information to clients where available and appropriate in accordance with company requirements
- Maintain confidentiality of product and service information in accordance with company requirements
- Present a positive company image using effective communication techniques
- Maintain professional ethics to enhance client commitment and to build a return client base
- Maintain the image and good standing by taking timely actions with clients in accordance with company requirements
- Create an effective service environment through appropriate effective communication techniques
- Use communication equipment effectively and efficiently according to company requirements