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The answers to the following questions will enable you to demonstrate your knowledge of:Principles and benefits of enhanced customer service experiences and positive communicationTechniques to anticipate customer preferences, needs and expectations throughout the service experienceConflict resolution techniquesMethods for enhancing service delivery in response to staff and customer feedbackVarious extras and add-ons to enhance the customer experienceSpecific industry sector:oprofessional service standards and protocols for service industry personneloattitudes and attributes expected by the service industries to work with customersodifferent customer service needs and expectationsotypes of customer loyalty programsoessential features and use of the customer databasesParticular organisation:odesignated response times for providing service and resolving complaintsocustomer service policies and proceduresocomplaint handling policies and proceduresopromotional services offeredProcedures for responding to common customer complaintsMethods of compensating dissatisfied customersFactors to consider when determining compensation of dissatisfied customers61HA_SITXCCS007_ Learner WorkbookV2.0_7Dec2107
Awareness of special needs, customs and practices of various social and cultural groups of customersMethods of collecting feedbackEssential features, conventions and usage of different types of communication techniques and equipmentAnswer 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 advantageThe 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 customer3.