Elements and Performance Criteria
- Establish contact with customers
- Welcoming customer environment is created and maintained
- Customers are acknowledged and greeted courteously and politely in accordance with workplace policies and procedures
- Clear, concise and courteous communication with customers is maintained
- Appropriate communication channels are used in accordance with workplace procedures
- Effective service environment is created through verbal and non-verbal presentation in accordance with workplace policies and procedures
- Cultural diversity and discrimination issues are recognised and responded to appropriately
- Acceptable and respectful behaviour towards customers is applied
- Present a positive organisational/ professional image
- Identify needs and expectations of different customers
- Individual customer preferences, needs and expectations are clarified
- Customers with specific needs are identified, and appropriate attention is given to ensure their requirements are met
- Communication suited to the situation is used
- Limitations to service provision are identified, communicated to customers, and checked for understanding
- Meet identified customer needs and expectations
- Reasonable customer requests are met in a courteous and timely manner
- Customer dissatisfaction is promptly recognised and appropriate steps are taken to restore satisfaction
- Anticipated problems are correctly identified and monitored and action is taken to minimise their effects on customer satisfaction
- Opportunities to enhance service quality are taken whenever possible
- Information about anticipated and unanticipated problems and delays is promptly communicated to customers
- Deal with difficult customer situations
- Potentially difficult customer situations are identified
- Conflict situations are dealt with using effective communication skills in accordance with industry and regulatory policies and procedures, and customer service protocols
- Incidents are reported to appropriate personnel in accordance with workplace policies and procedures
- Apply ethical behaviour