Elements and Performance Criteria
- Prepare for service.
- Provide service.
- Provide quality customer service, using appropriate methods and techniques to meet customer expectations of quality, presentation and timeliness of delivery.
- Offer relevant customer information on products and services.
- Assist customer with choices that meet individual needs, special requests and cultural requirements.
- Proactively promote, upsell and cross-sell products and services according to organisational procedures.
- Resolve complaints within scope of own responsibility and use appropriate communication techniques to deal with conflict.
- Complete operational tasks.
- Follow work schedules and work cooperatively as part of a team to maximise efficiency.
- Follow workplace safety and hygiene procedures.
- Maintain cleanliness and tidiness of work areas.
- Use organisational procedures and technology for operational tasks.
- Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction.
- Complete end of shift duties.