Sources of information on current service trends and changes that affect

Sources of information on current service trends and

This preview shows page 37 - 39 out of 86 pages.

Sources of information on current service trends and changes that affect service deliveryInternal and external environmental changes and their effect on planning for quality customer serviceMethods of formal and informal customer researchMethods of implementing quality service provisionMethods of assessing the effectiveness of customer service practicesMethods of obtaining feedback from customersIndustry schemes, accreditation schemes and codes of conduct aimed at improving customerserviceAreas where organisational policies and procedures assist in ensuring quality customer serviceObjectives, components and comprehensive details of consumer protection laws that relate to customer service, and the business’ responsibility for:onominating and charging cancellation feesoproviding information on potential price increasesoproviding refundsosupplying products as described or substituting suitable products when unableoformats for and content of policies and procedures.HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
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Task 3: Knowledge Activity has 12 questions. Answer each question in as much detail as possible, considering your organisational requirements for each one.Note: You can answer your questions under each question or prepare the answer in a separate document. Alternatively consult with your Trainer /Assessor.1.How could you define customer service and what are its key principles?2.Provide three examples of common customer needs and expectations.3.Within your organisation, what are the roles and responsibilities of management, supervisors and operational personnel in providing quality service?4.Provide two examples of sources of information in relation to current service trends and changesthat affect service delivery.
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  • Fall '19
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  • Unit of Competence, Billy Ramadas, Toni Rose Chan

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