Elements and Performance Criteria
- Deliver service to customers.
- Communicate with customers in a professional, courteous manner according to store policy.
- Meet customer needs and reasonable requests or refer to supervisor, according to store policy and legislative requirements.
- Identify and anticipate possible problems and take action to minimise the effect on customer satisfaction.
- Recognise and act upon opportunities to deliver additional levels of service beyond the customer’s immediate request.
- Maintain contact with customer until sale is completed according to store policy.
- Use verbal and non-verbal communication to develop rapport with customers during service delivery.
- Encourage repeat customers by promotion of appropriate services or products according to store policy.
- Farewell customer appropriately and courteously according to store policy.
- Respond to customer complaints.
- Convey a positive, helpful attitude to customers when handling complaints, according to store policy.
- Handle complaints sensitively, courteously and with discretion.
- Establish and confirm with customer nature of complaint by active listening and questioning.
- Take action to resolve complaint to customer’s satisfaction wherever possible.
- Promptly refer unresolved customer dissatisfaction or complaints to supervisor.
- Take the opportunity to turn incidents of customer dissatisfaction into a demonstration of high-quality service to customer according to store policy.
- Complete documentation regarding customer dissatisfaction or complaints accurately and legibly.
- Take follow-up action as necessary to ensure customer satisfaction.
- Receive and process sales orders.
- Record customer details and information accurately.
- Promptly refer customers to appropriate area as required.
- Provide customers with information in clear, concise manner.
- Process, record and act upon sales orders according to store policy.
- Process customer returns or refunds according to store policy and procedures.
- Identify special customer requirements.
- Promptly identify customers with special needs or requirements by observation and questioning.
- Verbally and non-verbally convey a willingness to assist.
- Promptly service, refer or redirect customers’ needs as required.