Elements and Performance Criteria
- Communicate with internal and external customers.
- Communicate with customers in a polite, professional and friendly manner within designated response times.
- Use appropriate language and tone in both written and spoken communication.
- Use appropriate non-verbal communication.
- Observe and respond to non verbal communication of customers.
- Use active listening and questioning to facilitate effective two way communication.
- Select a medium of communication appropriate for the audience and situation.
- Deliver service according to defined standards.
- Provide service to customers.
- Establish rapport with the customer to promote goodwill and trust during service delivery.
- Identify customer needs and expectations, including customers with special needs.
- Promptly meet all reasonable customer needs and requests.
- Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction.
- Recognise and act upon opportunities to deliver additional levels of service beyond the customer’s immediate request.
- Respond to customer complaints.
- Proactively recognise customer dissatisfaction and take swift action to avoid escalation to a complaint.
- Respond to customer complaints positively, sensitively and politely.
- Seek solutions by consulting the customer.
- Resolve complaints according to individual empowerment and organisational policy.
- Refer complex service issues to a higher level staff member for action.
- Maintain a positive and cooperative manner at all times.
- Provide internal feedback on customer service practices.