Elements and Performance Criteria
- Deal with customer complaints.
- Recognise customer dissatisfaction and take action to avoid escalation.
- Follow organisational policies and procedures to respond to customer complaints according to own level of responsibility and seek solutions in consultation with the customer.
- Refer complex and escalated customer complaints to relevant personnel.
- Maintain a positive and cooperative manner during all customer interactions.
- Report on customer complaints following organisational procedures.
- Process refunds and exchanges.
- Deal with difficult customers.
- Provide feedback on customer service.