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Elements and Performance Criteria
Elements describe the essential outcomes.
Performance criteria describe the performance needed to demonstrate achievement of the element.
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