Reference no: EM133592946

Question 1. What information should be recorded about complain&

Question 2. How might this information be used (recorded information as at question 1 above)?

Question 3. Why it is important to protect customer privacy?

Question 4. How would you deal with a customer who felt their privacy had been breached?

Question 5. When do you have to give a refund or replacement?

Question 6. Why seek customer feedback?

Question 7 How is asking customers questions beneficial in a retail environment?

Question 8. Are 'No refund' signs legal?

Question 9. Read the following case study and write down, or tell your trainer, your answers to the questions.

Case study

Belle needs to travel from Melbourne to Bangkok for business for a week. She emails Maureen, the office manager, to ask her to book her a flight that arrives on the Sunday and leaves on the Friday. Maureen emails the itinerary to Belle once the ticket is booked.

When Belle turns up at the airport to check in, the check-in clerk tells her that she was scheduled to fly out on the flight that left at 12.10 am that day. Belle checks her itinerary and realises this is what she approved. She realises it is her error, because the flight she wanted to take in fact leaves very early Saturday morning, and she told Maureen to book her the Friday flight.

Belle has the following conversation with the check-in clerk, Aman.
Belle: Oh dear I've told my office manager the wrong date. Is there any way I can catch this flight?
Amen: You are not booked on this flight. Because you missed your flight without advising us, you need to buy a new ticket.
Belle: What? I can't do that. My company won't approve it and I really need to get home. Surely these kinds of mistakes happen all the time.
Aman looks past Belle's shoulder, and sighs impatiently.
Aman. You should be more careful when you check your booking. If you book the wrong ticket, it's not our fault. Can you step aside? There are people waiting. You can buy a new ticket at that counter over there.
Belle: But I fly with you all the time Surely you can make an exception? I demand to speak with
your manager.

1. How might Aman have approached this differently?

2. Write a conversation between Belle and Aman, which shows how the conversation may be more appropriately handled. Include some examples of body language which Aman might display to show Belle.

Question 10. Communication is vital when encouraging personnel to implement customer service systems. What types of communication strategies can you use?

Question 11. How can a well-handled complaint provide an opportunity for an organisation?

Question 12. How can you gather feedback from customers?

Question 13. A commonly quoted fact of customer service is, 'An upset customer tells 10 people about their experience. A completely satisfied customer only tells four people.

a) How should you handle a complaint well to improve an organisation's business?
b) How can a poorly handled complaint negatively impact on business?

Question 14. Why is it important to know when to refer customer complaints? Provide two examples where referrals may be an appropriate course of action.

Question 15. What sort of information should you provide when referring a complaint?

Question 16. A customer enters your store and states to you 'The item I bought is faulty. Can I get a refund? How do you reply?

Question 17. What do customer service problems usually relate to?

Question 18. One of your internal sales personnel has been severely abused and sworn at over the phone by a customer. The customer is a difficult but major client who you would not wish to lose. The complaint to you is not from the employee affected by the abuse but from their direct supervisor. You want to do the right thing by the employee - what steps are you obliged to take at this stage?

Question 19. Who can help determine customer service standards?