Elements and Performance Criteria
- Implement customer service standards.
- Monitor service standards according to store policy.
- Identify deficiencies in service and take action as required according to store policy.
- Convey store and legislative policies and procedures in relation to customer service provision to team members.
- Give feedback on quality of service provision to team members and management on a regular basis and according to store policy.
- Implement store policy regarding customer complaints.
- Monitor service standards to ensure store policy in regard to customer complaints is implemented by sales staff.
- Authorise, action, or refer to a higher authority procedures to resolve customer complaints according to store policy.
- Satisfy customers’ special needs where appropriate according to store policy.
- Communicate with management.
- Lead customer service team.
- Interpret and communicate store policy and procedures and apply to store operation.
- Motivate, coach and mentor team members to achieve a high standard of service to customers.
- Ensure team access to current information on staff issues and operations.
- Clarify, plan and allocate team tasks in consultation with staff to ensure effective day-to-day store operations and efficient use of human resources.
- Inform team of changes in store service policy and procedures that affect their roles and responsibilities.
- Provide feedback to team in regard to achievement or non-achievement of agreed service standards and performance targets in line with standard store policy and procedures.
- Encourage team members to contribute feedback in regard to achievement of performance targets and to offer suggestions for improved processes.
- Handle routine problems using appropriate problem-solving techniques and refer to management if required.