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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Develop relationships with customers.
   • Provide personalised service to customers in a professional manner that promotes repeat business.
   • Identify repeat business and acknowledge customer return.
   • Provide tailored recommendations for products and services based on known individual customer needs.
2. Generate customer loyalty.
   • Convert customers to brand advocates through exemplary customer service.
   • Inform customers of benefits associated with promotions and loyalty programs as required.
   • Identify trends in customer demands for products and services and communicate with relevant personnel to ensure availability.
3. Deal with escalated customer complaints.
   • Clarify information regarding escalated customer complaints referred from team members.
   • Take action to pacify customer maintaining a calm and professional manner.
   • Identify source of customer dissatisfaction and seek appropriate solutions in consultation with the customer.
   • Ensure the customer is satisfied with solutions and offer compensation in line with level of responsibility.

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:

provide current, accurate and relevant information and assistance to four different customers regarding the following to build customer brand loyalty:

promotional activities

products and services

brand or business customer benefits

identify trends in customer purchasing patterns and make recommendations that enhance customer service and loyalty

take appropriate action to resolve two escalated customer complaints.

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Knowledge Evidence

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

techniques for:

providing personalised extemporary customer service

anticipating customer preferences, needs and expectations throughout the service experience

building customer loyalty

resolving escalated customer complaints

pacifying dissatisfied customers

commercial benefits of building customer relationships and loyalty

industry and organisational:

professional service standards

attitudes and attributes expected when engaging with customers

different customer service needs and expectations

types of customer benefits

essential features and use of customer databases

key aspects of Australian consumer and privacy law as relevant to customer interactions.

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