Elements and Performance Criteria
- Provide a quality service experience.
- Determine and confirm customer preferences, needs and expectations.
- Advise customers about appropriate products and services to meet their needs.
- Anticipate customer preferences, needs and expectations throughout the service experience.
- Promptly provide products and services with professional and personalised service to meet individual preferences.
- Offer extras and add-ons and provide tailored and additional products and services.
- Check actioning of special requests before customer delivery.
- Liaise with team members and suppliers to ensure efficient service delivery.
- Share customer information with team members to ensure quality service.
- Proactively respond to difficult service situations.
- Identify problems with products and services and take immediate action to address before provision to customer.
- Anticipate delays in product and service provision and regularly update customer on expected outcomes.
- Advise customers of alternative products and services.
- Proactively compensate for service difficulty in line with own level of responsibility and organisational policy.
- Provide ongoing internal feedback on service issues and suggest improvements.
- Resolve customer complaints.
- Use questioning techniques to establish and agree on nature, possible cause, and details of the complaint.
- Assess impact on customer.
- Take responsibility for resolving complaints in a professional manner and using communication techniques to assist in their management.
- Determine options to resolve complaints and promptly analyse and decide on optimal solutions, taking organisational constraints into account.
- Act swiftly to resolve complaints and prevent escalation, in consultation with customer and to customer satisfaction.
- Turn complaints into opportunities to demonstrate high quality customer service.
- Provide internal feedback on customer complaints and feedback and required follow-up in order to avoid future occurrence.
- Review and evaluate complaints and solutions to enhance response to future issues.
- Develop customer relationships.
- Promote repeat business by offering promotional services according to individual empowerment and organisational policy.
- Maintain customer profiles to enhance service delivery.
- Provide personalised service to customers in a professional manner that builds repeat business.
- Provide tailored products and services based on customer profile.