Elements and Performance Criteria
- Communicate with customers.
- Conduct communication with customers and colleagues in a polite, professional and friendly manner.
- Use language and tone appropriate to a given situation in both written and spoken communication.
- Source relevant information about products and services and provide information clearly to customers.
- Use appropriate non-verbal communication in all situations.
- Observe and take into consideration non-verbal communication of colleagues and customers.
- Show sensitivity to cultural and social differences.
- Use active listening and questioning to facilitate effective two-way communication.
- Select an appropriate medium of communication for the particular audience, purpose and situation, taking into consideration the characteristics of each medium and the relevant factors involved.
- Use communication medium correctly and according to standard protocols and organisationprocedures.
- Maintain personal presentation standards.
- Provide service to colleagues and customers.
- Identify colleague and customer needs and expectations correctly, including customers with special needs, and provide appropriate products, services or information.
- Meet all reasonable colleague and customer needs and requests within acceptable organisation timeframes.
- Identify and take all opportunities to enhance service quality.
- Respond to conflicts and customer complaints.
- Identify potential and existing conflicts and seek solutions in conjunction with parties involved.
- Recognise customer dissatisfaction promptly and take action to resolve the situation according to individual level of responsibility and organisation procedures.
- Respond to customer complaints positively, sensitively and politely and in consultation with the customer.
- Refer escalated complaints to the appropriate person according to individual level of responsibility and organisation policy and procedures.
- Maintain a positive and cooperative manner at all times.
- Work in a team.
- Identify work-team goals jointly with colleagues and relevant others.
- Identify, prioritise and complete individual tasks within designated timeframes.
- Seek assistance from other team members, supervisors and managers when required.
- Offer assistance to colleagues when required to ensure designated work goals are met.
- Acknowledge and respond to feedback and information from other team members.
- Negotiate changes to individual responsibilities to meet reviewed work goals.