Elements and Performance Criteria
- Provide a quality service experience to customers.
- Determine and clarify 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 which meet individual preferences.
- Offer extras and add ons and provide tailored and additional services and products.
- Check the actioning of special requests before customer delivery.
- Provide professional and personalised service to provide a quality service experience.
- 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 them before provision to the 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 the service difficulty according to individual empowerment and organisational policy.
- Provide ongoing internal feedback on service issues and suggest improvements to avoid customer disappointment.
- Resolve customer complaints.
- Use questioning techniques to establish and agree on the nature, possible cause and details of the complaint.
- Assess the impact on the customer.
- Use communication techniques to assist with the management of the complaint.
- Handle the situation sensitively, courteously and discreetly.
- Take responsibility for finding a solution to the complaint.
- Determine options to resolve the complaint and promptly analyse and decide on the best solution, taking into account any organisational constraints.
- Take swift action to resolve the complaint and prevent escalation, in consultation with customer and to customer satisfaction.
- Use techniques to turn complaints into opportunities to demonstrate high quality customer service.
- Provide internal feedback on complaints in order to avoid future occurrence.
- Reflect on and evaluate complaints and solutions to enhance response to future issues.
- Develop a customer relationship.
- Promote repeat business by the offer of promotional services according to individual empowerment and organisational policy.
- Maintain customer profiles to enhance service delivery.
- Develop a rapport with and provide personalised service to repeat customers.
- Provide tailored products and services based on customer profile.