Reference no: EM13882958 , Length: 2000 Words
Q 1. Describe the products and services of commercial, public and third sector organizations?
Q 2. State employer and employee rights and responsibilities under employment law, and the importance of having these
Q 3. Detail employer and employee rights and responsibilities under the Health and Safety at Work Act
Q 4. Describe the organization’s procedures for health and safety documentation used
Q 5. Describe organizational procedures for equality and diversity detailing any monitoring and documentation activity
Q 6. Describe the main career pathways available within a customer service role.
Q 7. Identify sources of information and advice available on the customer service industry, occupations and career progression
Q 8. Identify methods of learning available in the organization to assist in career progression
Q 9. Describe the main principles, policies and procedures of their organization and its documentation
Q 10. Outline relevant policies and codes of practice adopted by the organization and how employees are made aware of these
Q 11. Explain how employees are consulted on changes to the principles, procedures and policies within the organization
Q 12. Outline ways in which customer expectations can be identified
Q 13. Identify examples of when customer service may be limited by organizational goals
Q 14. Identify customer related legislation and external regulations and how these may affect customer service
Q 15. Outline how business service improvements might be limited by legislation
Q 16. Identify ways in which the security of customers and their property can be protected
Q 17. Identify communication methods suitable for a series of customer interactions.
Q 18. Identify the advantages and disadvantages of the main communication methods to customers to include
Q 19. Outline the content of a standard letter in response to a customer query
Q 20. Explain what is meant by active listening and its importance when dealing with customers?
Q 21. Describe the standard greetings of three different organizations and how they impact on customers
Q 22. Explain what information may be held about customers by an organization?
Q 23. Outline how customer information is kept secure and confidential.
Q 24. Identify information about the organization that should not be disclosed to customers.
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What value do organisations products provide to customer
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