Elements and Performance Criteria
- Deliver service to clients.
- Identify and respond to client needs and requests using appropriate communication techniques and according to organisational policies and procedures.
- Refer requests to supervisor as required according to organisational policies and procedures.
- Identify and anticipate possible problems and take action to minimise the effect on client satisfaction.
- Recognise and act on opportunities to deliver additional levels of service beyond the client's immediate request.
- Encourage repeat custom by promoting appropriate services and products according to organisational policies and procedures.
- Record client details and information as required according to organisational policies and procedures.
- Respond to complaints.
- Receive complaints from clients according to organisational policies and procedures.
- Establish nature of complaint and confirm with the client.
- Implement complaint-resolution procedures according to organisational policies and procedures.
- Refer unresolved complaints to supervisor according to organisational policies and procedures.
- Document complaints according to organisational policies and procedures.
- Identify special client requirements.