BSBCMN310A Deliver and monitor a service to customerssccweb.scea.wa.edu.au/c3_business/Course docs/2015... · Web viewActivity 5: Case Study. Michelle is the personal assistant to

BSBCUS301B - Deliver and monitor a service to customers Page 1 of 32

Certificate III Business (BSB30115)

BSBCUS301B Deliver and monitor a service to customers

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AiTC Advanced Institute of Training & Consultancy aspire to be the leading provider of Training and Consulting to the Business, Resources & Infrastructure Industries. This is be achieved through close industry connection and networks, continuous improvement, integrity and teamwork of all working within AiTC.

AiTC’s mission is to help our learners to grow personally and professionally and to increase their opportunities in life. AiTC will achieve this through the quality of our service, trainers and assessors with the highest level of industry knowledge, quality and industry specific resources.

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V1-14 3 July 14 AiTC Needed Approval SCC Dec 2014


Table of Contents

Unit Description.........................................................................................................................4Performance Criteria.................................................................................................................5Introduction...............................................................................................................................6Part 1: Identifying Customer Needs.......................................................................................6Activity 1....................................................................................................................................61. Customer Service Charters............................................................................................6Activity 2....................................................................................................................................62. Getting to know your Customers: Internal Customers Vs External Customers.............63. What do Customers REALLY want?..............................................................................74. Using effective communication skills.............................................................................7Activity 3: Nudie Juices.............................................................................................................9Activity 4....................................................................................................................................9Part 2: Delivering Customer Service.......................................................................................101. Providing Prompt Service to Customers......................................................................10Activity 5: Case Study.............................................................................................................102. Establishing A Rapport With Customers......................................................................10Activity 6 - Hotspot Heating.....................................................................................................113: Handling Customer Complaints...................................................................................13Activity 7: Improving Customer Service..................................................................................14

4. Delivering High Quality Customer Service To All Customers, Including Those With Specific Needs.........................................................................................14

Activity 8: Disability Friendliness Check.................................................................................155. Promoting Products and Services................................................................................15Part 3 – Responding to Complaints........................................................................................16

1. Virgin Airlines – What would YOU do...............................................................162. Responding to Complaints...............................................................................163. Communicating with customers.......................................................................194. Documenting complaints..................................................................................195. Resolving complaints.......................................................................................21

Activity 9 - Case Study – David Jones....................................................................................22Major Assessment Task 1 – Scenario questions....................................................................24Major Assessment Task 2 – Theory Questions......................................................................28


Unit DescriptionWelcome to the unit BSBCUS301B Deliver and monitor a service to customers. This unit describes the performance outcomes, skills and knowledge required to identify customer needs and monitor service provided to customers. Operators may exercise discretion and judgement using appropriate theoretical knowledge of customer service to provide technical advice and support to customers over either a short or long term interaction.

Application of UnitThis unit applies to individuals who are skilled operators and apply a broad range of competencies in various work contexts.

Unit SectorNo sector assigned


Performance CriteriaELEMENT PERFORMANCE CRITERIA

1. Identify customer needs

1.1 Use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations

1.2 Assess customer needs for urgency to determine priorities for service delivery according to organisational requirements

1.3 Use effective communication to inform customers about available choices for meeting their needs and assist in the selection of preferred options

1.4 Identify limitations in addressing customer needs and seek appropriate assistance from designated individuals

2. Deliver a service to customers

2.1 Provide prompt service to customers to meet identified needs in accordance with organisational requirements

2.2 Establish and maintain appropriate rapport with customers to ensure completion of quality service delivery

2.3 Sensitively and courteously handle customer complaints in accordance with organisational requirements

2.4 Provide assistance or respond to customers with specific needs according to organisational requirements

2.5 Identify and use available opportunities to promote and enhance services and products to customers

3. Monitor and report on service delivery

3.1 Regularly review customer satisfaction with service delivery using verifiable evidence according to organisational requirements

3.2 Identify opportunities to enhance the quality of service and products, and pursue within organisational requirements

3.3 Monitor procedural aspects of service delivery for effectiveness and suitability to customer requirements

3.4 Regularly seek customer feedback and use to improve the provision of products and services

3.5 Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery


IntroductionWatch the following videos and consider what elements in each story combine to make a positive customer service experience.

1. Starbucks - http://www.youtube.com/watch?v=6M0TgEUbRBc2. Shep Hyken - http://www.youtube.com/watch?v=YG48U5iPESA

Is the customer always right? Is customer service just about being nice in all circumstances? Read through this website and be prepared to give your opinion. http://notalwaysright.com/

Part 1: Identifying Customer NeedsCustomers in the 21st century are no longer prepared to tolerate poor service. When they need to purchase goods or services, they are willing to shop around until they find excellent service provided by people with professional, courteous attitudes.

Activity 11. Think of an organisation where you have received exceptional customer service. List

all the reasons that made this organisation’s service different from the rest?A:

2. Think of a time when you received poor customer service. What happened and what was the outcome?A:

1. Customer Service ChartersCustomer service charters are used by organisations to raise awareness of customers with their staff. They provide information and direction to staff and customers by describing the standards of service and delivery within the organisation.

Activity 2Look at the Customer Service Charter for IP Australia

1. What is the reason for a CS charter?A:

2. What are the key elements that they promise to do? A:

2. Getting to know your Customers: Internal Customers Vs External Customers

How successfully we service a customer depends on how well you know your customers and their specific needs.

Internal Customers Internal customers are people you ... (finish the sentence) Information they may want is:

1.2.3.4.5.


http://www.ipaustralia.gov.au/about/charter_index.shtml

http://notalwaysright.com/

http://www.youtube.com/watch?v=YG48U5iPESA

http://www.youtube.com/watch?v=6M0TgEUbRBc

External Customers External customers ... (finish the sentence) They may seek information regarding:

1.2.3.4.5.6.7.8.

3. What do Customers REALLY want?According to Mary Gober, author of The Art of Giving Quality Service, all types of customers have a number of basic needs which include:

Need Explanation (Write in your explanation of each need below)1. The need to feel

important

2. The need for belonging

3. The need to feel appreciated

4. The need for control

5. The need for understanding

6. The need for honesty

7. The need for friendliness

Watch and Learn from the best – how NOT to treat your customersSeinfeld Soup Nazi - https://www.youtube.com/watch?v=nb35EjjLE_0

In order to meet a customer’s needs most effectively, it is critical to find out what your customer really wants. There are 2 main ways of achieving this:

1. Use effective communication skills2. Conduct market research

4. Using effective communication skills3 main elements to effective communication:

1.2.


https://www.youtube.com/watch?v=nb35EjjLE_0

3.


Listening Is the most important communication skill to develop When you do actively listen to customers you:

1.2.3.4.

When you don’t carefully listen to customers you:1.2.3.4.

How to listen:1.2.3.4.5.6.

Watch the body language (55% of communication is through body language)1.2.3.4.5.6.

Asking questionsAsk questions to clarify the conversation, show you have understood what they have said and confirm that you understand the customer’s needs.

o Closed questions are ... (finish the sentence) Eg 1: Eg 2: Eg 3:

o Open questions are ... (finish the sentence) Eg 1: Eg 2: Eg 3:


Activity 3: Nudie JuicesImagine that you work for the Nudie beverage company and the manager of the Fitness First has called to ask about the juice drinks you sell. What are 4 questions you could ask to find out exactly what he needs to know?

1.2.3.4.

Speaking You must know what to say, how to say it and what to do if there is a problem Consider your customers

o Know your products and/or serviceso Be careful or using jargon or overly technical language (eg. Tech speak)o Talk with people in ways that are best for them Eg. ESL

Ask for feedbacko Check with the customer and ask them questions or make statements to

show that the communication is effective or if there is still a problem.

Activity 4Explain 4 different ways how you would meet your client’s needs if they did not speak English.

1.2.3.4.

Writing Write as you talk – straightforward, friendly and clear manner. It is important to write:

1.2.3.


Part 2: Delivering Customer ServiceCustomer service is more then just keeping customers happy – it is an organisation’s ability to supply their theirs customers wants and needs. In a competitive marketplace, ‘just enough’ is not good enough – organisations must constantly and consistently exceed the customer’s expectations. To do that, businesses must recognise that every aspect of their business has an impact on customer service.

1. Providing Prompt Service to CustomersAnswer with an example the following scenarios:

1. Have you ever approached a counter or service desk where the staff member continued a lengthy conversation with a colleague before attending to you? How did you feel? ...

2. Have you ever made a request or order that was neither acknowledged by the business nor fulfilled? How did you react?...

3. Have you ever specified your request must be made within a certain time frame, yet the deadline was ignored? What was the outcome? ...

Some simple strategies can overcome these weaknesses:1. If it is necessary to finish a conversation...2. If you receive requests from a customer...3. If your customer has a deadline....

Activity 5: Case StudyMichelle is the personal assistant to the CEO of a financial advisory firm. The CEO asks her to send a Financial Management Strategies brochure to a potential new client. She promises to send it immediately, taking down all the client’s details. She puts the brochure in an addressed envelope, then into the mail tray for collection. A week later the CEO asks her whether the brochure was sent. She replies that she thinks she sent it but she’s not sure now, because she sends lot’s of brochures to clients.

Q1: What could Michelle do to improve the situation immediately and in the long term?A:

Q2: What impression does Michelle’s CEO now have of her organisational customers?A:

2. Establishing A Rapport With Customers.First impressions are critical: Within seconds of meeting, a person can assess the competence and sincerity of a person in a customer service role. By listening and watching, a customer can determine whether to trust and connect with that person.

Rapport is the process of …

You can build rapport through:1.2.3.4.5.


Activity 6 - Hotspot Heating


Q1: Moana applied some excellent principles of customer service. List at least 5 things that Moana did to build rapport with the elderly customers.

A1:

Q2: What had Paul done to ensure that Moana knew what she was talking about when providing customer service?

A2:

Q3: While the couple wanted to purchase heating for a house, the customer who was not attended to immediately wanted to purchase heating for a block of units – potentially a much larger sale. Did Moana make the right decision? Could she have done something else?

A3:

Q4: Were Moana’s efforts to build a rapport with the couple worthwhile? Why or why not?A4:


Have a break – Open Clickview and go to “Biz Whiz Unleashed – Compete for Customers” or use this link

http://www.scootle.edu.au/ec/viewing/L1312/index.htmland give it a go for 10 minutes. You need to choose your customer service options to attract more more

customers and beat your competition.

3: Handling Customer ComplaintsOne of the most difficult aspects of providing customer service is dealing with the inevitable complaints.

1. “A lady has bought in a pair of shoes to your store explaining that she bought them Saturday morning, but they don’t fit properly and your assistant sold her the wrong size. The shoes have obviously been worn, but she has the receipt.” What would you do?

2. “A man dining in the restaurant you work at has eaten half of his meal and has now approached you angrily as he states that this is not the meal he ordered and that he wants you to fix it NOW!” What would you do?

Proper handling of customer complaints provides organizations opportunities to provide superior customer service experiences in the following ways:

1. .2. .3. .4. .

The basic process for dealing with customer complaints is:

1.2.3.4.5.6. 7.8.


http://www.scootle.edu.au/ec/viewing/L1312/index.html

Activity 7: Improving Customer ServiceThink of a time that you have had a legitimate complaint with the service you have received and answer the following questions.

Q1: Briefly describe your complaint and how it was handled.A1:

Q2: How well did the service provider resolve your complaint?A2:

Q3: Did they follow the five steps? A3:

Q4: What do you feel could have been done differently and/or / better?A4:

4. Delivering High Quality Customer Service To All Customers, Including Those With Specific NeedsSome customers may have a physical or mental disability or impairment that may require extra assistance to:

1. .2. .3. .

Some strategies that can be implemented to assist customers with disabilities are:

Type Of Disability

Assistance Strategies

Visual Impairment1. .2. .3. .

Hearing Impairment

1. .2. .3. .

Speech Impairment

1. .2. .3. .

Mobility Difficulties

1. .2. .3. .

Mental Impairment1. .2. .3. .

Cultural/ Language Differences

1. .2. .3. .


Activity 8: Disability Friendliness CheckEvaluate our classroom and College environment (our workplace) with regard to its access and comfort level for people with disabilities.

Q1: List 5 different practical ways that the College assists students with disabilities.A1: 1.

2.3.4.5.

Q2: What more could be done?A2:


Part 3 – Responding to Complaints

1. Virgin Airlines – What would YOU doRead http://www.smh.com.au/travel/travel-news/author-of-worlds-best-passenger-complaint-revealed-20090130-7tha.html

Class discussion – how would you handle it? Other examples you have experienced

personally or receiving or providing poor customer service.

No matter how good a customer is – complaints / problems with customers are inevitable; it’s how well you deal with them that matters.

Most people – silent reaction – just take their business elsewhere.

Bad handling of complaints costs business time, sales, reputation, stress.

2. Responding to Complaints

1. Types of complaints: Typical list of situations where a customer has a right to complain may include:

1.2. .3. .4. .5. .

2. Roles and responsibilities: Be clear about what you are responsible for:1.2.3.4.

Complete the table below:

Act Purpose of Act What does this mean to your work

Commonwealth Human Rights and Equal Opportunity Commission 1986

Act makes it illegal to discriminate against someone because of their race, colour or ethnicity, sex, sexual orientation, marital status, pregnancy, religion, age, disability or political opinions.

When processing complaints, you cannot ….

Racial Discrimination Act 1975 This Act makes racial When processing


http://www.smh.com.au/travel/travel-news/author-of-worlds-best-passenger-complaint-revealed-20090130-7tha.html



discrimination illegal. complaints, you cannot ….

Privacy Act 1988 Organisations must only: Collect info from

customers that is necessary

Only ‘use or disclose personal info for the purposes for which it was intended.

Have clear company policies on the management of personal info

When processing complaints, you cannot ...

Trades Practices Act 1974 The Act exists to restrain anti-competitive behaviour and promote competition in the marketplace.

When processing complaints, you cannot

Prices Surveillance Act 1983 An Act to make provision for the surveillance of, and the holding of inquiries into, prices charged or proposed to be charged for the supply of certain goods.


Workplace Relations Act 1996http://en.wikipedia.org/wiki/Workplace_Relations_Act_1996

The federal law covering provides a minimum set of terms and conditions for employment.


Commonwealth Occupational Health and Safety Act 1991http://www.google.com.au/search?source=ig&hl=en&rlz=&q=what+is+Commonwealth+Occupational+Health+and+Safety+Act+1991&btnG=Google+Search&meta=lr%3D&safe=active

The objects of this Act are to secure the health, safety and welfare at work of employees of the Commonwealth and of Commonwealth authorities; and to protect persons at or near workplaces from risks to health and safety arising out of the activities of such employees at work

When processing complaints, you cannot …


http://www.google.com.au/search?source=ig&hl=en&rlz=&q=what+is+Commonwealth+Occupational+Health+and+Safety+Act+1991&btnG=Google+Search&meta=lr%3D&safe=active



http://en.wikipedia.org/wiki/Workplace_Relations_Act_1996

http://en.wikipedia.org/wiki/Workplace_Relations_Act_1996

3. Processing complaints

Question???:Why is the efficient handling of complaints is a critical aspect of quality customer service.

Organisational proceduresMost decent organisations will have a customer complaints handling system or process for receiving, analysing and processing complaints which ALL staff are required to follow.

Question???:1. Go to http://telstra.com.au/

a. What information do Telstra make available about their customer service processes?

b. Why do they make this available on their website?c. Is it useful?

2. What could happen if your company does not have a system or procedure for handling customer complaints?


http://telstra.com.au/

3. Communicating with customersChoose the best and most efficient way of handling the complaint according to the nature of the complaint, the customer you are dealing with.

Complete the table below

Communication Method Use in this situation:Telephone call If the customer needs an immediate response or if they are

located a long way away from you (e.g. interstate).Formal letter

Fax

Email

Face-to-face

Explain the importance of the following communication (verbal and non-verbal) factors when dealing with customer complaints

Communication Factor Why is this important when dealing with customer complaints

Listening skills

Asking appropriate questions

Speak clearly and avoid jargon

Communicating effectively in writing

Body language

4. Documenting complaints

An efficient complaint handling procedure involves gathering all relevant information relating to the complaint which might include the following: complaint forms, emails, written letters, scientific reports, legal documents like affadavits, photographs and videos. These must be collected, collated and stored in an appropriate manner.

Using MS Word, insert here a copy of a standard template for a customer complaint form. Complete it – as much as possible – for an imaginary complaint.



5. Resolving complaints


Activity 9 - Case Study – David Jones

Jack Maguire telephoned David Jones in Claremont and complained angrily about the service he had received from the company over the previous few days.

Jack explained what had happened. On Saturday he had ordered a leather lounge suite and had been promised a 7.30am delivery on the following Tuesday; however, the delivery did not come as expected on Tuesday. He waited until 8.45am before contacting the company to find out what had happened.

“Where’s the delivery truck?” he asked the person who took the call. “I can’t wait any longer. I have to get to work. I’m pretty upset about this. “Call me on my mobile as soon as you can tell me what is going on.”

“I’m sorry”, Melinda the receptionist told him. “I’ll look into it and call you right back”.

Jack did not hear from the company until late that afternoon. Melinda told him that the furniture had been placed on the wrong truck. The next delivery in Jack’s area would not be scheduled until Friday.

“What time on Friday would suit you?” she asked.

“That’s not good enough. I need it now and I’m not waiting until Friday” said Jack.

“I’ll see what I can do” said Melinda.

Unfortunately, Melinda had been unable to arrange a suitable delivery time. Jack was not happy. Then when Jack took delivery of the furniture on Friday he also then found it had been slightly damaged. He was so mad he rang Melinda immediately and just went ballistic.

It turned out there was a new delivery system in place and the part-time warehouse personnel were not informed. Consequently, items for delivery were not labelled correctly and delivery timetables were not checked against the order forms.

Melinda, now in tears, has passed this complaint onto you, as the company’s new customer service officer, responsible for investigating and resolving customer complaints. Before you contact Mr Maguire, your boss, the Customer Service Manager, has asked you to brief her on how you plan to resolve this complaint. She wants you to specifically show / explain to her:


1. What communication strategies and medium will you use with Mr Maguire to clarify the situation?

2. What company policies or legislation do you need to be aware of?

3. Complete the online complaint form on behalf of Mr Maguire at http://www.davidjones.com.au/contact_us.jsp and screen shot a copy of the completed form below.

4. How will you negotiate with Mr Maguire to resolve this situation and ensure his satisfaction with the outcome of his complaint and his continued customer loyalty to David Jones? .

5. How will Mr Maguire be informed of the outcome of his complaint?

6. How could the complaints handling process at David Jones be improved?

7. If Mr Maguire cannot resolve his dispute with David Jones, how can the WA Department of Consumer Protection help him? See http://www.commerce.wa.gov.au/ConsumerProtection/ for more info.


http://www.commerce.wa.gov.au/ConsumerProtection/

http://www.davidjones.com.au/contact_us.jsp

Major Assessment Task 1 – Scenario questions Instructions for completionYou are required to complete and submit all the short answer questions below. A satisfactory result is only achieved once all questions are deemed correct. If you need assistance with any of the questions please contact your trainer, who will be happy to assist you.

ResubmissionsShould you not achieve a satisfactory result when you first submit your written assessment, or complete the observation, you will be provided with additional opportunities to do so. Please discuss any concerns regarding assessment resubmissions with your trainer.

Scenario 1:

Ryan started work as a customer service officer for a large international camera company. His role involved sharing the reception desk, giving product and warranty information and assisting at the repairs desk.

Ryan was quite shy and when customers came through the glass doors to the foyer he found it hard to make eye contact. This meant that officer at the customer service desk, who gave eye contact, often became busy as the customers were more willing to approach him. When customers did approach Ryan’s desk (usually the other officer had a queue), Ryan took quite a while to work out what they needed or wanted. Many customers became short with their answers and some became frustrated and angry. Due to these incidents, Ryan decided to ask for training in quality customer service.

After the training Ryan used his new found skills and discovered that with practice he was now getting as many customers at his desk as the other officer and he no longer felt as shy as he had before. He was also able to ask the right questions to identify the customers’ needs quickly. Ryan continued to improve, but he found that he often handed over the customers, who were unsure of what they wanted or needed and those with more complex questions, to his more experienced partner.

Ryan wanted to be able to answer the queries from this type of customer so he asked the other officer how he had learnt all the different products and services the business sold. The officer gave Ryan some important pointers including where the customers may be able to locate information if they are unsure about the product that they want (such as product brochures and website information). He also told Ryan that many customers ask questions relating to repairs and warranty when purchasing a new product and it is beneficial to know this information as it gives the customers peace of mind. Ryan was told he should explain that the company can deliver the camera through a courier system within a short time and was even told to demonstrate the products by taking photos of the customer using many features as of the camera. If the customer still couldn’t be satisfied Ryan should ask for help by phoning the sales department for a camera consultant to come down and help the customer.

Ryan took time to learn and read all the information he needed to help his customers and after a few months felt quite competent at greeting and helping the customer with their needs. He was starting to see particular customers again. Ryan wanted to show the customers he had remembered them but was too shy as he couldn’t remember names only faces. Ryan once again asked his colleague for advice establishing a lasting rapport with customers.

Everything was going fine, until one day a customer came in and was very agitated banging his hand down on the bench at the top of Ryan’s desk and stating he was very disappointed with the camera company. Ryan tried to stay calm and kept his voice even. He asked the customer to tell him the exact nature of his problem. As the customer was talking Ryan made notes as to what camera model he had ordered, what sales representative he had bought the camera from and when he had asked for delivery. He asked the customer for any documentation the he had from the company. After reviewing the delivery address it became clear that the address was incorrect, and when Ryan investigated that afternoon within the company he found out the camera had been returned by the post office as no one had come to sign for the parcel. Ryan rang the customer to say he had the camera and it was now at his desk. He could deliver it or the customer could come and pick it up. If the customer did pick up the camera the company could offer the customer a longer warranty period as an apology.


When the customer came to pick up the camera Ryan asked the customer if he would fill in a customer survey feedback form.

Question 1:Explain how Ryan could change his non-verbal and verbal communication to make the customers feel

able to approach his desk?

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Question 2:How could Ryan improve his skills and identify the customers needs quickly?

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Question 3:If you were training Ryan what advice would you give him about negative attitudes when dealing with

customers?

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Question 4:What were the customer services Ryan was told are important to the customers that were not

apparent at first?

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Question 5:What should Ryan do to help to match the customers’ needs with the products of the business?

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Question 6:What could Ryan do to establish a better rapport with more customers?

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Question 7:How did Ryan handle the complaint?

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Question 8:How did the business monitor customer service satisfaction?

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Major Assessment Task 2 – Theory Questions TESTInstructions for completionYou are required to complete and submit all the short answer questions below. A satisfactory result is only achieved once all questions are deemed correct. If you need assistance with any of the questions please contact your trainer, who will be happy to assist you.

ResubmissionsShould you not achieve a satisfactory result when you first submit your written assessment, or complete the observation, you will be provided with additional opportunities to do so. Please discuss any concerns regarding assessment resubmissions with your trainer.

Question 1: Applying business ethics when supplying information to clients means that you can disclose all types of information to people outside of the business.

A: TrueB: False

Question 2:Your clear speech and non-verbal body language are important features of answering the telephone.

A: TrueB: False

Question 3:Public relations is the relationship between the members of your organisation and those outside the organisation. How the members of your organisation deal with customers/clients, suppliers and employees in other organisations can give your organisation a positive or negative image.

A: TrueB: False

Question 5:You should not use conflict resolution and negotiation skills to deal with customer complaints.

A: TrueB: FalseQuestion 6:Strategic planning is a program for directing and implementing a business’s objectives and achieving its goals. An important part of strategic planning is a customer service strategy.

A: TrueB: False

Question 7:How staff deal with customers, clients, suppliers and employees in other organisations—in the reception area, on the telephone, in written communication and computer communication and face to face—can have a significant effect on the success or failure of your business.

A: TrueB: False


Question 8:To assist you to deal with customer complaints you should refer to company policy and procedure and/or ask your supervisor for assistance.

A: TrueB: False

Question 9:The control process for customer service does not include:

A: knowing the location of your customers B: establishing a standardC: measuring the performance of your businessD: taking corrective action

Question 10:The ISO9001, 9002, 9003 are:

A: the registration numbers for company carsB: the combination number for the company safeC: International Quality StandardsD: Australian Quality Standards

Question 11:My customers are:

A: external customersB: internal customersC: internal and external customersD: management

Question 12:Clearly defining types of customers and ascertaining their needs, communicating regularly with personnel within the organisation and obtaining feedback on service with the customer will achieve:

A: strategic planningB: market demandC: quality customer serviceD: quality standards

Question 13:To meet customer needs, customer wants and customer demands an organisation will use:

A: advertisingB: researchC: product developmentD: selling and marketing

Question 14:In business there are basically three different types of external customers, namely:

A: regular, chance and visitingB: dissatisfied, satisfied and regularC: corporate, repeat and visitingD: complaining, chance and regular


Question 15:The most effective way of informing prospective customers of your products is through:

A: word of mouthB: advertisingC: surveysD: staff meetings

Question 16:The receptionist is one of the most important people in any business and crucial to the public relations and corporate image of the organisation because:

A: the receptionist ranks highly in the hierarchical structureB: the receptionist is always rightC: the reception is the first point of contact for anyone outside the business, either by telephone or in person.D: the receptionist knows her way around the building

Question 17:To receive and welcome visitors promptly, pleasantly and courteously, and to put them at ease by giving them your undivided attention, is:

A: the protocol for receiving visitorsB: too difficultC: only done for visitors with appointmentsD: not always possible, but we try

Question 18:Important factors of the corporate image of the receptionist are:

A: dress, hygiene and groomingB: the reception area and front deskC: distinctive make-up and jewelleryD: uniform and shoes

Question 19:You will be dealing with clients from different backgrounds and with different needs. Is it illegal to discriminate against people on the basis of race, culture, disability, age, religious beliefs or gender?

A: NoB: YesC: SometimesD: Only if someone complains

Question 20:When answering the telephone you should be prepared to write down all the relevant information. If you need to clarify you should repeat the information to the caller and ask what types of questions?

A: probingB: probing and closedC: open and closedD: leading and open


Question 21:Customers feel valued when:

A: they are not dealt with face to face but rather only on the phoneB: they are not told everything about the product they are buying, as it can be confusingC: their needs are not thought of in the customer processD: your business responds promptly to messages

Question 22:One way of promoting your company’s products or services is to point out the benefits of your particular brands to the customer. List the other five ways you can promote your company’s products or services.

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Question 23: The term ‘following up’ is used in customer service. Give a brief explanation of what this means and why it is important.

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Question 24:List five situations that might cause a customer to complain.

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Documents

BSBCMN310A Deliver and monitor a service to customerssccweb.scea.wa.edu.au/c3_business/Course docs/2015... · Web viewActivity 5: Case Study. Michelle is the personal assistant to