What was the outcome Other relevant commentsevidence 20 Provide internal

What was the outcome other relevant commentsevidence

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What was the outcome? Other relevant comments/evidence: 20. Provide internal feedback on customer complaints and feedback and required follow-up in order to avoid future occurrence Feedback should be: Timely Specific Objective Constructive Type of observation/evidence: What did the learner do? When did s/he do it? Over what period of time? How did s/he do it? What was the outcome? Other relevant comments/evidence: 134 HA_SITXCCS007_ Learner WorkbookV2.0_7Dec2107
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21. Review and evaluate complaints and solutions to enhance response to future issues For example: Number of complaints Frequency of types of complaint Complaint response time Average time taken to resolve a customer complaint Average cost of resolving a customer complaint (as a percentage of the sales cost) Average call length (where a complaints line exists) Percentage of complaints that are successfully resolved Percentage of complaints that are successfully handled by frontline staff, e.g. customer service assistants, cashiers, etc. Type of observation/evidence: What did the learner do? When did s/he do it? Over what period of time? How did s/he do it? What was the outcome? Other relevant comments/evidence: 135 HA_SITXCCS007_ Learner WorkbookV2.0_7Dec2107
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22. Promote repeat business by offering promotional services according to individual empowerment and organisational policy The learner may need to consider whether: Offers can be used in conjunction with other offers, e.g. can a coupon be used on a product that is already on sale? Fine print of coupons/vouchers apply, e.g. dates when valid, excluded items, minimum spend required, etc. Customers are eligible for promotions, e.g. ‘student specials’, etc. Individual empowerment and limitations apply, e.g. how many promotions can each staff member offer? What is the maximum cost reduction that the staff member can offer? Following policy and procedure for promotional services is required, e.g. taking contact details for those subscribing to a free trial Type of observation/evidence: What did the learner do? When did s/he do it? Over what period of time? How did s/he do it? What was the outcome? Other relevant comments/evidence: 23. Maintain customer profiles to enhance service delivery Information may be added or updated on a customer profile when: A customer places an order for the first time A customer places a new order A customer subscribes to a service A customer has had a discussion regarding their goods/services with a staff member that requires further action or review Type of observation/evidence: What did the learner do? When did s/he do it? Over what period of time? How did s/he do it? What was the outcome? 136 HA_SITXCCS007_ Learner WorkbookV2.0_7Dec2107
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Other relevant comments/evidence: 24. Provide personalised service to customers in a professional manner that builds repeat business Features of a personalised service may include: Avoiding ‘scripted’ conversations Remembering details about customers with whom you’ve interacted before, or reviewing a customer’s profile to build a
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