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Presentation/PPT
27/08/2022
Questions:
The questions focus on the knowledge evidence required for this unit of competency:
legislative and regulatory frameworks governing customer service
elements of effective customer service including quality, time and cost
organisational policies and procedures for customer service and handling customer complaints
relevant service standards and best practice models
key principles of public relations and product promotion
common techniques for solving complaints
Tasks:
Outline four legislation and regulations that are relevant to customer service.
Discuss the following elements of effective customer service:
Quality
Time
Cost3.
Read the terms & conditions & policies of JB HI FI which provides a good overview of their customer service processes: https://support.jbhifi.com.au/hc/en-au
Address the following:
Question
Answer
A
Summarise 3 organisational policy and procedures for customer service. (30-50 words/each)
B
Describe how a customer can place a complaint with JB HI FI? (30-50 words)
C
Describe the JB HI FI handles complaints related to privacy. (50-100 words)
Direct link to privacy policy: https://solutions.jbhifi.com.au/privacy-policy/
D
List 5 legislation and regulations that are relevant to customer service in the organisation.
4.
Good customer service is part of a companys success.
Address the following:
Question
Answer
A
Identify and list:
o3 service standards relevant to customer service
o2 best practice models for customer service
oExplain why service standards and best practice models are important in customer service.
Service Standards:
Best Practice Model:
Importance in customer service (40-80 words)
B
Outline 3 public relations methods. (30-50 words each)
C
Outline 3 product promotions methods. (30-50 words each)
D
Outline 2 techniques for dealing with customers. One technique must include techniques to deal with customers with specific needs. (30-50 words each)
5.
Outline the following principles and techniques used when solving complaints. (30-50 words each).
Question
Answer (30-50 words/answer)
A
oWhy is it important to identify and understand customer behaviours?
oList 3 customer behaviours.
B
How do you conduct customer needs research?
C
How can you manage good customer relations?
D
How can you keep ongoing product and/or service quality?
E
Outline a process for problem identification and resolution.
F
How would you describe quality customer service delivery?
G
Outline one record keeping and management method.
H
What are 2 strategies for monitoring, managing and introducing ways to improve customer service relationships? Briefly describe them.
I
Describe 2 strategies to obtain customer feedback.
L
Briefly describe how to effectively solve customer complaints.
6.
Outline how you would manage the following (include process and techniques you would use in your answer).
Item
Outline
(50-100 words/item)
Managing customer behaviours
Managing specific customer needs
Performing customer research
Managing customer relationships
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