Elements and Performance Criteria
- Establish contact with customers
- Customer is acknowledged and greeted in a professional, courteous and concise manner according to organisational requirements
- Personal dress and presentation is maintained in line with organisational requirements
- Communication using appropriate interpersonal skills to facilitate accurate and relevant exchange of information is used
- Sensitivity to customer specific needs and any cultural and individual differences is maintained
- Genuine interest in customer needs is displayed
- Identify customer needs
- Deliver service to customers
- Prompt customer service is provided to meet identified needs according to organisational requirements
- Customer communications are conducted in a clear, concise and courteous manner
- Customer inquiries are dealt with courteously and efficiently
- Questions are used to clarify the customer's needs or concerns
- Knowledge of services and/or operations is used to answer customer queries or to respond to customer needs
- Customer is directed to or assistance from other staff is sought when a customer' s inquiry cannot be fully answered
- Opportunities to enhance the quality of service and products are identified and action is taken to improve the service whenever possible
- Information regarding problems and delays and follow up within appropriate timeframes as necessary is provided
- Where required, customer inquiries and associated action/s are recorded and/or reported and in accordance with workplace procedures
- Prepare for customers with special needs (if appropriate)
- Provide assistance to customers with special needs (if appropriate)
- Ancillary equipment is utilised where appropriate for customers in wheelchairs/prams, if required
- Customers are assisted in a courteous manner, sensitive to the special need
- Ongoing support and/or vigilance is provided to the customer with special needs to maximise their travelling safety and comfort
- Ancillary equipment is utilised safely in accordance with workplace procedures and safety regulations
- Communicate regarding customers with special needs