Elements and Performance Criteria
- Assess the request for information and/or advice
- Prepare response
- Provide information and/or advice
- Ensure that information is accurate, relevant and complies with workplace/statutory requirements
- Keep the customer informed of progress when it is not possible to answer immediately
- Notify other relevant personnel of request and response in accordance with workplace procedures
- Use most appropriate communication method given priority, cost and customer facilities
- Provide information in a format suitable to customer
- Check that the response met the customer's needs and take appropriate actions if required
- Deal with customers politely, efficiently and appropriately, and in accordance with workplace procedures
- Record details of the request and response