Elements and Performance Criteria
- Access and update information.
- Source and access information on facilities, products and services.
- Incorporate information into day-to-day work activities.
- Share information with colleagues to support the efficiency and quality of service.
- Identify and use opportunities to update and maintain facility, product and service knowledge.
- Assist customers.
- Proactively identify information and assistance needs of customers, including those with special needs.
- Provide accurate information in a clear, courteous and culturally appropriate way.
- Where appropriate, assist or instruct customers in the use of equipment and facilities according to safety requirements, or refer to relevant colleagues.
- Identify and use opportunities to promote internal products and services.
- Seek feedback on services.