Elements and Performance Criteria
- Engage customers.
- Greet customers in a polite and friendly manner within designated response times and make them a priority over other workplace duties.
- Clearly communicate with customers using appropriate verbal and non-verbal communication.
- Adapt communication style to appropriately communicate with customers from diverse backgrounds.
- Assist customers.
- Identify and act on opportunities to assist customers and be available to assist customers when needed.
- Question and actively listen to customers to determine their needs.
- Resolve routine customer problems according to individual responsibility level and organisational policies and procedures.
- Address general customer enquiries and provide accurate information in a clear and courteous manner.
- Contribute to a service culture.
- Act in line with organisational service standards to ensure quality customer service.
- Show interest in customer's needs and maintain a welcoming customer environment free of complacency.
- Seek assistance from relevant personnel when customer’s needs are beyond scope of own responsibility.
- Identify and take opportunities to improve customer service standards.
- Refer customer service issues and feedback to relevant personnel for action.