Elements and Performance Criteria
- Deal with customer inquiries
- Customer inquiries are responded to courteously and efficiently by phone and face-to-face
- Questions are used to clarify customer needs or concerns
- Assistance from other staff is sought when customer inquiries cannot be fully answered
- Product, service and/or operational knowledge is used to answer customer queries or to respond to customer needs
- Customer inquiries and associated action are recorded and reported in accordance with workplace procedures
- Monitor customer satisfaction
- Customer is greeted cordially in accordance with workplace procedures
- Customer requirements are dealt with according to workplace procedures
- Special needs are addressed in accordance with workplace policies
- Appropriate feedback is provided to managers and internal and/or external customers