Unit 105 Multiple choice questions Recognise and deal with customer queries, requests and problems 1. Deal with queries and requests from customers in a positive and professional way you would: a) Tell them you don’t have time to deal with them and direct them towards a colleague. b) Smile and remain calm, listen to what your customer is saying, tell them you don’t have enough time to deal with them and that they should seek help from somebody else. c) Smile and remain calm, listen to what your customer is saying, provide adequate time to deal with them effectively. 2.
Sometimes, the staff exchanges the product with a different size that is suitable for them and whether it makes them happy. In addition, Primark is an outstanding retail company, so the customers would want their staff to have good product knowledge, someone who knows the idea of what they customers like and don’t like. So therefore, it benefits the customer to trust the staff and they would have a good understanding with negotiating with the offers such as ‘sales reduction, which is quite useful in a business. How effective customer service benefits the organisation Great customer service makes your customer feel that you care about developing in long term relationship that means you are not only make more sales, however it does benefit the business in different ways , such as : Repeat
Wells Fargo mission and vision statement is understandable. However, to add clarity to the vision to reach a wider variety of individuals, included should be that the company will build a lasting rapport with customers and diligently works to help all customers’ succeed financially. Wells Fargo develops the best people; know the numbers, and most of all know the clients. Wells Fargo mission and vision statement will assist the company in reaching its desired outcome by continuously putting their customers first. Knowing what the customer’s needs even if the customer does not know will help the company succeed.
Customer advisor Customer service advisor at Star café is responsible to listen to their customers as it is small amount of customers and are able to cater to all their needs and necessities. They need to care and compliant the customers as their improvements will help the business and improvements of creating more customers. On the other hand, Customer service advisor in Sainsbury’s have different duties and responsibilities compared to Star café because they guide customers and keep them happy to provide good customers service. This is important to ensure that they build customers loyalty. A customer advisor also, interacts with a company’s customers to provide them with information to address inquiries regarding products and services.
By using proper telephone etiquette it will aid you with leaving callers with a favorable impression of you, and the company in general. When answering the phone, you become the face of the company. How you handle the call from start to finish will leave a neutral, good or bad taste in the customer's mouth. If the call leaves a bad taste in the customer's mouth, you may lose his business. For this reason, it is best to make sure each call received is handled with excellence.
You can use constructive feed back to build on use it as a tool not a negative. Work as part of a team; keep calm listen and respect, the people you are working with. Your past experiences can also help, and using your own initiative being positive. Appraisals are good way to receive constructive feedback, this will show your strengths and weakness, you might need more training on your moving and handling as you are not using the equipment properly. I receive positive feedback from my manager, she had over heard me talking to a service user who was being challenging with me, she explained she was very happy with the way I dealt with the situation calmed things down before they became worst.
Self reflection is also knowing that I may need professional development in an area. This is needed so that I can be able to show unconditional positive regard, a non judgemental attitude and to be able to show empathy. Therefore it is important that I take time out to reflect in my performance and development. Self awareness can also be done in supervision or through peers. It helps to keep one’s mind fresh and with new ideas on how to deal with issues which I face during my sessions with a client.
When promoting effective communication you should ensure that you have all the information on how the individual prefers to communicate, and to be very aware of the environment, ensure there are no distractions, for you or the service user. Be sure you have enough time to listen as you do not want to appear to be rushing them as this may seem to them that you are not really interested in what they have to say, and this could affect their relationship with you and if they need to speak to someone they trust about an important issue they will have doubts about coming to you, which could
It is important that companies find innovative ways to keep relations high between upper management and the employees themselves. Having good relations trickles down to improved services, improved production, and a happier work force. The best way that a manager / supervisor can do this is to be fair, be firm, and be a part of the team. Employees who have managers / supervisor who have been promoted from within a company and understands the job gives a morale boost when employees see that there are opportunities for them to "increase their status" Employees who have managers / supervisors who are hired " off the streets" sometimes feel resentments, due to the fact that they may feel as if the person is inexperienced. An employee's perception is everything, even if it may be incorrect.
Performance feedback doesn't just mean telling people when they do something wrong. You want to make sure that you recognize when team members meet their commitments or do something great, as well as when they are not meeting your expectations. In fact, telling people they are doing a good job is easy. You can recognize them with a simple thank-you. You can write them a nice e-mail or a memo.