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Many businesses fail to realise the true value of negative customer feedback. But it is the companies that take advantage of these opportunities for growth that will enjoy long-term, sustained success.9.Which methods of compensating dissatisfied customers are standard within your organisation?When and how is compensation offered?Compensation does not always have to be about giving something away. It’s about bettering the customers experience and retaining them as a consumer. Some of my most valued customers who 79HA_SITXCCS007_ Learner WorkbookV2.0_7Dec2107
I have built the strongest relationships with have come from a customer complaint which resulted in not giving away the house. Know your product or service, know what you’re willing to provide as compensation for certain issues and have confidence in the way you deliver your message.10.What factors must you consider when determining the compensation of dissatisfied customers?Options for compensation may include:➢Reduced rates (negotiated with suppliers on customer’s behalf)➢Providing some or all services free of charge or at a reduced rate➢Discount vouchers for future services➢Inexpensive add-on products➢Small gifts➢Special attention during service period➢Special customer service delivery on future occasion.11.Which social and cultural special needs, customs and practices require awareness in a customer service role?12.What are some methods of collecting formal and informal feedback?➢FormalSurveys, interviews & structured questioning➢InformalObservation & casual discussion.13.What are the essential features, conventions and usage of the different types of communication techniques and equipment used within your organisation?Nations and communities are becoming more diverse. Due to advances in communication, the spread of e-commerce and the ease of travel, many businesses today can expand to cross cultural and geographic boundaries. With the rapid changes in technology, modern day customers have grown comfortable with shopping online from whichever corner of the world they like, and e-commerce businesses may easily receive orders from virtually anywhere.Professionalism in customer service means different things to different people, but all of them are worthy of your time, respect and attention. When customer service representatives acknowledge and respect diversity, they have a greater opportunity to attract and retain diverse customers, build better rapport with them and increase customer satisfaction.Communication techniques for resolving complaints include:➢Active listening, i.e. eye contact, attentive body language, reflecting, summarising, etc.➢Apologetic tone➢Calmness and patience➢Acknowledge the customer and the issue➢Maintaining a helpful and understanding attitude80HA_SITXCCS007_ Learner WorkbookV2.0_7Dec2107
➢Describe what you are going to do to fix the problem and confirm that the customer agrees withthis resolution.