Elements and Performance Criteria
- Deliver service to customers.
- Conduct communication with customers in a professional, courteous manner according to store policy.
- Meet customer needs and reasonable requests or refer to supervisor according to store policy and legislative requirements.
- Record customer details and information where necessary.
- Identify and anticipate possible problems and take action to minimise the effect on customer satisfaction.
- Recognise and act upon opportunities to deliver additional levels of service beyond the customer's immediate request.
- Maintain contact with customer until sale is completed according to store policy.
- Farewell customer appropriately and courteously according to store policy.
- Use verbal and non-verbal communication to develop rapport with customers during service delivery.
- Encourage repeat customers by promotion of appropriate services or products according to store policy.
- Process customer returns or refunds according to store policy and procedures.
- Respond to customer complaints.
- Convey a positive, helpful attitude to customers when handling complaints according to store policy.
- Handle complaints sensitively, courteously and with discretion.
- Establish and confirm with customer nature of complaint by active listening and questioning.
- Take action to resolve complaint to customers' satisfaction wherever possible.
- Promptly refer unresolved customer dissatisfaction or complaints to supervisor.
- Take the opportunity to turn incidents of customer dissatisfaction into a demonstration of high-quality service to customers according to store policy.
- Complete documentation regarding customer dissatisfaction or complaints accurately and legibly.
- Take follow-up action as necessary to ensure customer satisfaction.
- Receive and process sales orders.
- Identify special customer requirements.