Questions:
Complete all questions below.
1 What would you do to encourage your colleagues to consistently follow customer service standards in the workplace? Why is it important to do this?
2 Why is important to make sure that everyone is aware of changes to customer service policies, systems and/or procedures as soon as possible?
3 Why is it important to comply with customer service systems and standards? What might happen if you don’t?
4 What resources does a team need to in order to deliver a high standard of customer service? (Consider people, equipment, time, financial aspects and explain why for each.)
5 List three strategies you might use to identify your customers’ needs.
6 List two things you could do to learn more about effective customer service delivery.
7 What is meant by the ‘principles of customer service’?
8 What is meant by ‘best practice’?
9 What are product standards?
10 What are service standards?
11 List two types of information that might be used to review the success of a new customer service strategy.
12 Describe two strategies you could use to establish rapport and build relationships with clients.
13 Why is it important to regularly monitor and review your performance when it comes to customer service delivery? How would you do this?
14 What can you do to make sure customer documentation/records are kept up to date to help you track customer service satisfaction?
15 One of your colleagues, Sandra, is having issues dealing with a customer complaint. She is becoming quite flustered as the customer is yelling and being quite aggressive. The customer is becoming more and more irate so you step in to assist. Outline the steps you would take to help Sandra?
16 Explain how the following legislations affect or relate to the customer service delivery of an organisation.
