Elements and Performance Criteria
- Assess the nature of enquiry
- The nature of the enquiry is clarified and all details obtained
- A decision on whether dealing with the enquiry is within the scope ofresponsibility or authority area or must be referred to an appropriate other person within the brokerage is made
- A decision on whether the enquiry can be satisfied immediately or whether further investigation is needed is made and customer is informed
- If the enquiry can be answered directly, a response in accordance with organisational procedures is provided
- If further investigation is required, the reason is explained to the customer and a timeframe is agreed upon for follow-up
- Customer details are obtained
- Research the information relevant to the enquiry
- Determine a suitable response to the enquiry
- Communicate information to the customer
- Written or oral responses are given in clear, simple, and easy-to-understand language
- Customer is treated courteously and an ongoing relationship is encouraged
- Any further queries from the customer are attended to promptly
- Checks and/or follow-up are undertaken to ensure that the response satisfies the customer's needs
- Update relevant records