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9.Which methods of compensating dissatisfied customers are standard within your organisation?When and how is compensation offered?Whether you choose to offer compensation or not, handling complaintsin a consistent manner is essential. Make sure that members of staff are trained to handle customers sensitively and appropriately, and where necessary, can take action to deal promptly with a problem.Always record information, including details of faulty goods or poor service, and retain receipts and customer correspondence.If you do decide to offer any recompense, offer it unconditionally and without quibbling. It is also advisable to take any appropriate follow-up action, such as a letter of apology or a phone call to make sure that the problem has been fully resolved.10.What factors must you consider when determining the compensation of dissatisfied customers?Respond don’t reactas difficult as it can be you must put your emotions aside. It’s understandable that business owners and loyal team members take complaints personally but it is how you respond to them which can make your business better. It is important to note that when you do respond to a complaint – be careful not to come across as patronizing, there is nothing more infuriating as a consumer Listen ActivelyIt’s no coincidence that Listen & Silent are spelled with the same letters. It is also no coincidence that we were born with 2 ears and 1 mouth – listen twice as much as you talk. To listen actively, you must provide your full attention to your customer and pay attention to what they are actually saying.83HA_SITXCCS007_ Learner WorkbookV2.0_7Dec2107
Use the customer name in a genuine manner your customer wants to know that you know who they are. By using their name discreetly and in a genuine manner, it reassures your customer that you have been paying attention and know who they are. There is no need to go overboard in the name usage, it is vital to open the conversation with the name, close the conversation with the name and use it at least once but no more than twice within the conversation.11.Which social and cultural special needs, customs and practices require awareness in a customer service role?Community and disability services organizations need to consider the diversity of their clients’ values, beliefs and cultural expectations. To work effectively with culturally diverse clients, you will need knowledge and skills.You will need to:Be aware of your own cultural background/experiences, attitudes, values, and biases that might influence your ability to assist clients from diverse cultural populations. It is essential that you correct any prejudices and biases you may have regarding different cultural groups.Respect the client’s religious and/or spiritual beliefs and values.Work to eliminate biases, prejudices, and discriminatory practices12.What are some methods of collecting formal and informal feedback?