The answers to the following questions will enable you to demonstrate your

The answers to the following questions will enable

This preview shows page 62 - 64 out of 127 pages.

The answers to the following questions will enable you to demonstrate your knowledge of: Principles and benefits of enhanced customer service experiences and positive communication Techniques to anticipate customer preferences, needs and expectations throughout the service experience Conflict resolution techniques Methods for enhancing service delivery in response to staff and customer feedback Various extras and add-ons to enhance the customer experience Specific industry sector: o professional service standards and protocols for service industry personnel o attitudes and attributes expected by the service industries to work with customers o different customer service needs and expectations o types of customer loyalty programs o essential features and use of the customer databases Particular organisation: o designated response times for providing service and resolving complaints o customer service policies and procedures o complaint handling policies and procedures o promotional services offered Procedures for responding to common customer complaints Methods of compensating dissatisfied customers Factors to consider when determining compensation of dissatisfied customers 61 HA_SITXCCS007_ Learner WorkbookV2.0_7Dec2107
Awareness of special needs, customs and practices of various social and cultural groups of customers Methods of collecting feedback Essential features, conventions and usage of different types of communication techniques and equipment Answer each question in as much detail as possible, considering your organisational requirements for each one. 1. What are the principles and benefits of enhanced customer service experiences and positive communication? The principles of customer service: - know what customers consider to be good customer service - take the time to find out customers' expectations - follow up on both positive and negative feedback you receive - ensure that we consider customer service in all aspects of your business - continuously look for ways to improve the level of customer service you deliver. The benefit of customer service: - It retains the customer - Get us more references - Increases profitability - Give us and our staff confidence - Competitive advantage The positive communication of enhance customer service to ensure that we can achieve our goals within in the business. The effective communication can help to foster a good working relationship between the organisational, staff and customers which is can improve the efficiency. 2. What techniques can be used to anticipate customer preferences, needs and expectations throughout the service experience? The techniques can we use to anticipate customer preferences, needs and expectations throughout the service experience: - Know our customers - Be honest with our customers - Have a clear vision for the future - We need to identify trends and create a plan around them - Provide our customer self-help resources - Think like a customer 3.

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