Elements and Performance Criteria
- Interact with customers.
- Communication with customers is conducted in a professional and courteous manner according to established procedures.
- Customer enquiries are responded to promptly and politely and in accordance with established procedures.
- Personal dress and presentation is maintained in line with established procedures.
- Appropriate interpersonal skills are used to facilitate accurate and relevant exchange of information.
- Identify customer needs.
- Customer needs are assessed so that priorities for service delivery can be identified in accordance with established procedures.
- Appropriate questioning and active listening are used to determine customer needs.
- Customers are provided with information about available options for meeting their needs and assisted to identify their preferred option.
- Personal limitations in addressing customer needs are identified and where appropriate assistance is sought from appropriate personnel.
- Deliver a service to customers.
- Prompt customer service is provided to meet identified needs in accordance with established procedures.
- Service provided follows OHS policies and procedures and work is appropriately sequenced in accordance with requirements.
- Service provided is coordinated effectively with others involved on the work site.
- Customer complaints are handled sensitively and courteously in accordance with established procedures.
- Opportunities to enhance the quality of service and products are identified and taken whenever possible.
- Evaluate and complete service.
- Own work is monitored and adjusted according to requirements for job quality, customer service and efficient resource use.
- Customer service records are inspected and verified after service is completed to ensure requirements are met.
- Appropriate personnel are notified of the completion of the repair work and details are documented in accordance with established procedures and requirements.
- Variations in the quality of service and/or products from required standards are detected and reported in accordance with established procedures.
- Additional information or follow-up action is completed in line with customer needs.