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Deal with customer inquiries Customer inquiries are responded to courteously and efficiently by phone and face-to-face
01 / 10 / 2021
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Unit Sector
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Elements and Performance Criteria
ELEMENT S | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1 | Deal with customer inquiries | 1.1 | Customer inquiries are responded to courteously and efficiently by phone and face-to-face |
1.2 | Questions are used to clarify customer needs or concerns |
1.3 | Assistance from other staff is sought when customer inquiries cannot be fully answered |
1.4 | Product, service and/or operational knowledge is used to answer customer queries or to respond to customer needs |
1.5 | Customer inquiries and associated action are recorded and reported in accordance with workplace procedures |
2 | Monitor customer satisfaction | 2.1 | Customer is greeted cordially in accordance with workplace procedures |
2.2 | Customer requirements are dealt with according to workplace procedures |
2.3 | Special needs are addressed in accordance with workplace policies |
2.4 | Appropriate feedback is provided to managers and internal and/or external customers |
