Page 477 - aREA ix eXHIBITS

PERFORMANCE CRITERIA
ELEMENT
Italicized terms are elaborated in the Range of Variables
4. Handle queries 4.1 Use telephone, computer, fax machine, internet
through telephone, efficiently to determine customer requirements
fax machine, internet 4.2 Queries/ information are recorded in line with enterprise
and email procedure

4.3 Queries are acted upon promptly and correctly in line
with enterprise procedure
5.1 Guests are greeted with a smile and eye-to-eye contact
5. Handle complaints,
evaluation and 5.2 Responsibility for resolving the complaint is taken
recommendations within limit of responsibility
5.3 Nature and details of complaint are established and
agreed with the customer
5.4 Appropriate action is taken to resolve the complaint to
the customers satisfaction wherever possible

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TR – Photography NC II