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WRRCS3B
Interact with customers
This unit encompasses the skills, knowledge and attitudes required to deliver service to customers. It entails being able to communicate effectively with customers, respond to their complaints, receive and process sales orders and identify customer special requirements.
Critical aspects of evidence
Competency in this unit requires evidence that the candidate:
- consistently applies store policies and procedures and industry codes of practice in regard to customer service
- provides a quality service environment by treating customers and team members in a courteous and professional manner through all stages of the service/sales procedure
- accurately identifies the nature of customer complaints, resolves complaints and provides service to customers according to store policies
- uses effective questioning/active listening and observation skills to identify customers’ special requirements
- accesses, records and processes sales orders accurately and responsibly according to store policies and procedures
- works collaboratively within a team to meet customer needs.
Symbols used in this unit
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Internet link |
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Written exercise |
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Reading required |
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Powerpoint show |
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Questions |
