Elements and Performance Criteria
- Establish contact with customers
- Customer is acknowledged and greeted in a professional, courteous and concise manner according to organisational requirements
- Personal dress and presentation is maintained in line with organisational requirements
- Effective communication and interpersonal skills are used to facilitate accurate and relevant exchange of information
- Sensitivity to customer specific needs and any cultural and individual differences is maintained
- Genuine interest in customer needs is displayed
- Identify customer needs
- Deliver service to customers
- Prompt customer service is provided to meet identified needs according to organisational requirements
- Customer communications are conducted in a clear, concise and courteous manner
- Customer inquiries are dealt with courteously and efficiently
- Questions are used to clarify customer needs or concerns
- Knowledge of services and/or operations is used to answer customer queries or to respond to customer needs
- Customer is directed to other staff and/or assistance from other staff is sought when customer inquiry cannot be fully answered
- Opportunities to enhance the quality of service and products are identified and action is taken to improve the service whenever possible
- Information regarding problems, delays and follow up within appropriate timeframes as necessary is provided
- Customer inquiries and associated action/s are recorded and/or reported in accordance with workplace procedures as required