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Elements and Performance Criteria

1. Greet and serve customers.
   • Prioritise customers ahead of other workplace duties.
   • Greet customers according to organisational customer service standards.
   • Communicate with customers in a clear and professional manner.
   • Explain and match products and services to customer needs.
2. Work with others to deliver service.
   • Identify personal limitations in serving the needs of customers and seek assistance from others where appropriate.
   • Follow directions of supervisors and managers to deliver quality service.
   • Resolve routine customer problems according to own level of responsibility and organisational policy.
   • Escalate other service issues to a higher level staff member for action in line with organisational procedures.
3. Provide feedback on customer service.
   • Report service issues and customer problems as they arise.
   • Provide customer feedback to relevant supervisors or managers.

Range Statement

Specifies different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Range is restricted to essential operating conditions and any other variables essential to the work environment.
Ways to communicate with customers must include:	communicating: by telephone electronically face-to-face showing interest in customer needs and maintaining a welcoming customer environment during service delivery through the use of: appropriate voice tonality and volume basic gestures product information sheets.
Others must include:	colleagues managers supervisors.

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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:

identify customer requirements and provide effective customer service to two different internal and two different external customers to meet requirements

interact with above customers in line with organisational customer service standards and within designated organisational response times

demonstrate procedures to respond to three different customer problems according to organisational policies and procedures

identify situations where problems are beyond own level of responsibility, and process to escalate in line with organisational policies and procedures

seek informal feedback from customers on above activities.

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Knowledge Evidence

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

importance of the customer in the service industries

customer service standards expected in the service industries

profiles of different types of customers:

external

internal

new

regular or repeat

visitors

value and role of customer feedback in improving service delivery

presentation standards for:

customer environment

customer service personnel

documents and promotional materials

customer service policies and procedures:

application of booking or cancellation fees

response times for acknowledging and greeting customers

response times for delivering products and services

customer service policies for resolving routine customer problems

policies regarding product pricing and quality

processing refunds and exchanges

empowerment of different levels of personnel to resolve complaints, disputes, service issues and customer compensation

policies for escalating and reporting service issues and customer problems

procedures for responding to routine customer problems:

incorrect pricing of products and services

delays or errors in providing products or services

misunderstanding customer requests.

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