ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Prepare for outbound engagement

1.1 Identify engagement details and apply a clear understanding of organisational policies and procedures

1.2 Obtain and study product and service details relating to customer engagement

1.3 Study prepared engagement guides or scripts

1.4 Locate sources of information that may be required to develop product or service expertise, or discuss requirements with team

1.5 Develop proficiency with equipment and systems to effectively and efficiently manage engagement

1.6 Clarify details as required with relevant manager

2 Conduct outbound engagement

2.1 Greet customer according to organisational protocol and in a manner that encompasses cultural diversity

2.2 Use engagement guide efficiently to conduct the engagement

2.3 Answer enquiries and negotiate with customers according to policy

2.4 Escalate enquiries that cannot be satisfied immediately

2.5 Conduct engagement closure according to policy

3 Arrange provision of product or service

3.1Respond appropriately to customer requirements and identify relevant options

3.2 Select appropriate product or service in consultation with customer

3.3 Agree actions or orders with customer, giving consideration to maximising value and service delivery to customer

3.4 Consider customer retention options that can be applied to engagement

3.5 Use clear, simple and easy-to-understand language and ensure responses are comprehensive

4 Manage customer engagement

4.1 Record details of engagement according to policy

4.2 Record and report difficulties not escalated that may present an opportunity for continuous improvement

4.3 Adapt to requirements and expectations of various customers when working in an outsource environment and dealing with multiple customer bases

4.4 Escalate enquiries or orders that cannot be satisfied immediately

4.5 Supply follow-up information to customer as required and in a timely manner

4.6 Observe relevant legislation, codes, regulations and standards throughout transaction

Skill

Performance

Criteria

Description

Reading

1.1-1.3, 2.2

Identifies, analyses and evaluates text to determine legislative, regulatory and business requirements and confirm expected practices

Writing

4.1, 4.2

Records key information relevant to enquiries and prepares simple reports using correct spelling and punctuation

Oral Communication

1.4, 1.6, 2.1-2.3, 2.5, 3.1-3.3, 3.5, 4.4, 4.5

Articulates clearly using specific and relevant language suitable to audience to convey information, and uses listening and questioning to confirm understanding

Participates in a verbal exchange of ideas and elicits views and opinions of others by listening and questioning

Navigate the world of work

1.1, 2.3-2.5, 4.1, 4.4

4.6

Recognises and follows explicit and implicit protocols and policies associated with customer engagement and escalation of issues

Takes personal responsibility for adherence to legal/regulatory responsibilities relevant to transactions

Interact with others

2.1, 4.3

Takes some steps to vary structure, style, tone and vocabulary to suit needs of multiple customer bases and different customer expectations

Adjusts personal communication style to engage a culturally diverse customer base

Get the work done

1.1-1.6, 2.1-2.5, 3.1-3.4, 4.2-4.5

Plans a range of generally routine tasks, accepting stated goals and aiming to achieve them efficiently

Prepares for outbound engagement in logically sequenced steps, in consultation with others as required

Analyses customer needs and selects suitable options, adjusting to customer preferences, and possibility of further service opportunities

Recognises and takes responsibility for addressing predictable, and some less predictable customer problems, recognising some are indicators of improvement opportunities

Understands purposes, specific functions and key features of common digital systems and tools and operates them effectively to complete routine tasks