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.
Customer – analysis – so they look at past and future customers to see who to target. Product – planning – to see which product did good or bad. Transaction – implementation – how the customers paid for their items cash or credit. Service – maintenance – because the company will continue to make service better. Promotion – design – so that the company knows what products to promote.
The training will also address how to store important private information and which sensitive information. The Privacy Act states private information as the customer’s name, address and phone numbers and sensitive information is the customers political affiliation, nationality and sexual orientation to name a few. This will ensure that only essential information for correctly completing a customer’s order is recorded. Unnecessary information should not be gathered under any circumstances. Procedures will also address unhappy customers, with the hope that a more streamlined process for making an order, obtaining account details and making a complaint can be achieved.
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.
I can then learn from other just by listening and asking for help when needed, or I can observe them if they are doing a task that requires expertise or great precision. I must also ask another colleague if I am unsure of anything as they can always help me or refer me to someone who can. It is important to maintain security and confidentiality at work because we have a legal obligation to maintain the personal information that is given to us from customer and we have an obligation to our employer and colleagues to maintain the highest standards of security awareness. If I am casual about security and
Some of the customers with special needs you might provide services for are: older customers, customers in wheel chairs, customers with hearing impediments, customers with sight impairment, customers with an intellectual disability or speech difficulties. * Use opportunities to enhance the quality of service and products Successful organisations anticipate, understand and satisfy customer needs and interests over time. You can satisfy customer needs by: understanding customer objectives and the criteria in which they are making a purchasing decision, asking customers for their opinions of your service and products, making customers aware that their opinions are valued and used, probing for current or potential sources of discontent, constantly seeking to add value, or to enhance the products or services offered. * Monitor procedures
An organization is able to give each customer individual and unique attention, but it depends on the customer’s preference. Organizations continue to look for ways to prepare employees for changes in the company. Changes does not always extend just to employees, it involves customers also. The introduction of new products and services, technologies, and routines does not consists of internal memos and meetings, it ventures on to computers and videos. The quality of services that is an employee gives to a customer is the reason why customers return to the company.
Customers must be present in order to access the customer’s account and access to accounts is monitored. This helps protect he customer’s information and prevents it from getting in to the wrong hands. The customer’s information is also used for sales purposes. Customers information such as social security and madden names of parents are used to identify customers credit and offers are either mailed, emailed, called, or told by teller when there is an opportunity to make a sale to a customer based on their credit, income, or profile. The bank location also handles a large amount of money on a daily basis.
* 1.2 Lack of communication in the workplace can result in relationships being strained and unfulfilled, it is very important that there is good communication between all members of staff as this ensures things run well and mistakes are not made and things are not overlooked. It also enables us to work effectively with each other. * 2.1/2.2/2.3/2.4 Reading care plans is always a good start when establishing the individual’s communication needs and preferences, if the service user is new to your home then either ask the previous carers or the service users friends and family as they are likely to know and can pass this information to you, this also enables you to put this information in your own care plans for the individual. If the service user is not new to the home but you are, ask other staff how they communicate with them. 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.
Section 1: Understand the Role of the Social Care Worker You should try to handle conflict situations by remaining calm, ending the conflict before it escalates and remaining respectful of others. However, there are times when this may seem impossible and the following skills are required: openly discuss differences in a calm and rational manner. For example, when having heated professional discussions with colleagues: – avoid rising to challenges or suggestions that you are incorrect – ask colleagues to listen to you and respect your opinions, but also respect their opinions – if you feel you cannot resolve a conflict situation with a colleague then speak to your line manager – respect the advice and guidance which qualified colleagues