I can apply customer service standards to interact with staff and learners to build relationships and provide a professional and efficient service.
KLIM Category: 10.1 Customer service skills
10.1 Customer service skills | Level 2 – Assist
I can engage with staff and learners to adapt knowledge and library service offers to meet their individual needs.
I can work with the knowledge and library service team to define and review customer service standards.
I can apply a range of techniques to provide a customer-centric effective enquiry service.
10.1 Customer service skills | Level 3 – Apply
I can apply customer service skills in answering complex enquiries
I can resolve conflicts and difficult situations whilst being mindful to retain a positive customer experience.
I can apply my knowledge of customer service needs to deliver improvements to enquiry services and inform customer service standards.
10.1 Customer service skills | Level 4 – Enable
I can enable and assure a customer focused culture within the knowledge and library service.