Elements and Performance Criteria
- Deliver service to customers
- Provide effective customer service on customer site
- Site procedures are carried out in a timely and professional manner in accordance with organisational requirements
- Alternative arrangements are negotiated with customers where previously arranged commitments cannot be met, in accordance with organisational requirements
- Operations and services are provided to satisfy customer delivery, quantity and cost requirements
- Maintain services and operations
- Accurate information and advice is given in accordance with organisational procedures
- Information that impacts on customers and efficiency of operations and services, is passed to appropriate people
- Factors that may disrupt operations and services are noted and appropriate measures are taken to minimise their effect
- Systems to monitor quantity, quality, cost and time specification for service product delivery are correctly implemented and maintained
- Information relating to work activities is confirmed or clarified with appropriate people as required
- Deal with difficult customer situations
- Customer complaints are handled courteously in accordance with organisational procedures
- Nature and details of customer complaint are established and agreed on
- Action to resolve customer complaint is undertaken in accordance with organisational procedures
- Unresolved customer complaints are referred to a higher authority
- Documentation is completed in accordance with organisational procedures
- Maintain personal presentation standards and present a professional image
- Company uniform is maintained to present an appropriate image in accordance with organisational requirements
- Specific presentation requirements are maintained in accordance with organisational requirements
- Truck and equipment are kept clean, tidy and uncluttered in accordance with organisational requirements
- Present a positive company image using effective communication techniques
- Professional ethics are maintained to enhance customer commitment
- Image and good standing are maintained by taking timely actions with customers in accordance with organisational requirements
- Effective service environment is created through appropriate communication techniques
- Communications equipment is used effectively and efficiently in accordance with organisational procedures