Reference no: EM132978127

1. What are the principles and benefits of enhanced customer service experiences and positive communication?

2. What techniques can be used to anticipate customer preferences, needs and expectations throughout the service experience?

3. What are some conflict resolution techniques that may be used when dealing with an irate customer?

4. What are some methods for enhancing service delivery in response to staff and customer feedback?

5. Describe your obligations for each of the following in relation to your specific industry sector, using organizational policy and procedure as reference where necessary: Professional service standards and protocols for service industry personnel Attitudes and attributes expected by the service industries to work with customers Different customer service needs and expectations Types of customer loyalty programs Essential features and use of the customer databases.

6. Outline the following for your particular organization: Designated response times for providing service and resolving complaints Customer service policies and procedures Complaint handling policies and procedures Promotional services offered.

7. What is the procedure you would follow in your organization to respond to the following customer complaints? Incorrect pricing or quotes Delays or errors in providing products or services Misunderstanding of customer requests Escalated complaints or disputes Other team members or suppliers not providing special requests Misunderstandings or communication barriers Unmet expectations of, or problems or faults with, a service or product.

8. Which methods of compensating dissatisfied customers are standard within your organization? When and how is compensation offered?

9. What are the essential features, conventions and usage of the different types of communication techniques and equipment used within your organization