Select a scenario that you are familiar with where a customer interacts with an organisation. For example a customer in an electronics shop, a client in a pet shop, a person borrowing books in a library. Describe who the two parties are, and what the transaction entails.
Write a short guide to customer service for the representative of the organisation. (Approx. 250-500 words)
Your guide should cover how to:
- Identify and clarify customer needs and expectations
- Assess the urgency of the request
- Determine priorities for service delivery
- Inform customers about available choices
- Assist in the selection of preferred options
- Identify when they, or the organisation, is unable to address the customer needs and the appropriate course of action to take
- Seek appropriate assistance from other personnel where appropriate
- Provide prompt service to customers
- Establish and maintain rapport with customers
- Handle customer complaints sensitively and courteously
- Provide assistance or respond to customers with specific needs
- Use opportunities to promote services and products
- Regularly seek customer feedback
- Review customer satisfaction using verifiable evidence
- Identify opportunities to enhance the quality of service and products
- Monitor procedures for effectiveness
- Use feedback to improve customer service
- Suggest ways to modify products or services based on customer satisfaction data
- Write customer service reports that are clear, detailed and contain recommendations