Elements and Performance Criteria
- Access information.
- Provide appropriate information.
- Deal with enquiries promptly and courteously.
- Establish details of enquiry by questioning and summarising.
- Provide appropriate information relevant to enquirer's request.
- Organise information clearly, concisely and logically.
- Provide information in a form that is readily understood by others.
- Provide information in a timely manner.
- Redirect enquiries to relevant personnel for resolution where outside the operator's area of responsibility.
- Give and follow routine instructions.
- Provide reports.