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Elements and Performance Criteria

1. Greet and serve customers.
   • Prioritise customers over other workplace duties.
   • Greet customers in a polite and friendly manner within designated response times.
   • Communicate with customers clearly and concisely using appropriate communication medium.
   • Use questions and actively listen to customer responses to determine their needs.
   • Use appropriate non-verbal communication and adapt to cultural differences in verbal and non-verbal communication.
   • Show interest in customer needs and maintain a welcome customer environment during service delivery.
   • Explain and match floristry products and services to customer needs.
2. Work with others to deliver service.
   • Follow directions of supervisors and managers to deliver quality service.
   • Identify personal limitations in serving needs of customers and seek assistance from others.
   • Resolve routine customer problems according to level of individual responsibility and organisational policy.
   • Refer other service issues to relevant staff for action.
   • Provide customer feedback to supervisors or managers.
3. Maintain personal presentation and hygiene.
   • Identify appropriate personal presentation in line with organisational policy, customer expectations, work location and activities.
   • Practise high standards of personal presentation and hygiene.
4. Greet and serve customers.
   • Prioritise customers over other workplace duties.
   • Greet customers in a polite and friendly manner within designated response times.
   • Communicate with customers clearly and concisely using appropriate communication medium.
   • Use questions and actively listen to customer responses to determine their needs.
   • Use appropriate non-verbal communication and adapt to cultural differences in verbal and non-verbal communication.
   • Show interest in customer needs and maintain a welcome customer environment during service delivery.
   • Explain and match floristry products and services to customer needs.
5. Work with others to deliver service.
   • Follow directions of supervisors and managers to deliver quality service.
   • Identify personal limitations in serving needs of customers and seek assistance from others.
   • Resolve routine customer problems according to level of individual responsibility and organisational policy.
   • Refer other service issues to relevant staff for action.
   • Provide customer feedback to supervisors or managers.
6. Maintain personal presentation and hygiene.
   • Identify appropriate personal presentation in line with organisational policy, customer expectations, work location and activities.
   • Practise high standards of personal presentation and hygiene.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

communicate effectively and provide fundamental customer service during six customer interactions:

at least two must involve adapting to culturally different communication needs

across those six customer interactions, cover:

two face-to-face communications

two communications via email

two communications via the telephone

resolution of two routine customer problems.

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Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

importance of the customer within floristry businesses and expected service standards

basic principles of positive customer service

open and closed questioning techniques

appropriate body language for customer service

communication techniques to:

convey information clearly and concisely

resolve basic customer problems

basic range of cultural differences in verbal and non-verbal communication

verbal and non-verbal cues indicating customer understanding of information and problems

essential features, conventions and usage of these types of communication media:

telephone

email

range of typical routine customer problems that occur within floristry businesses:

incorrect pricing of products and services

delays in providing products or services

misunderstanding of customer requests

providing incorrect products or services

floristry industry and organisational:

types of customers

designated response times for acknowledging customers and their enquiry

personal presentation and hygiene standards

customer service policies and procedures including those for resolving routine customer service problems.

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