2. Demonstrate procedures to respond to and resolve THREE different customer complaints according to organisa policies and procedures. (150 words) This will require you to: Use effective and appropriate communication, including any customers with special needs; this will include questioning techniques to establish and agree on the nature, cause and details of the complaint Provide the services to the customers in line with organisational customer service standards and within designated organisational response times > Anticipate customer preferences, needs and expectations, and inform them of complaints progress and out > Share customer information with team members (as appropriate) Determine the options to resolve the complaints and decide on the optimal solutions, taking organisational constraints into account Assess the impact on the customer and compensate for service difficulties according to own level of respon and organisational policy > Seek formal and informal feedback from the customers on the quality of the service provided > Update and maintain customer profiles as part of service delivery Review and evaluate the complaints and solutions for future responses to issues Provide your feedback from your evaluations and on how this was resolved to your manager/organisational contact for improvement purnorer
2. Demonstrate procedures to respond to and resolve THREE different customer complaints according to organisa policies and procedures. (150 words) This will require you to: Use effective and appropriate communication, including any customers with special needs; this will include questioning techniques to establish and agree on the nature, cause and details of the complaint Provide the services to the customers in line with organisational customer service standards and within designated organisational response times > Anticipate customer preferences, needs and expectations, and inform them of complaints progress and out > Share customer information with team members (as appropriate) Determine the options to resolve the complaints and decide on the optimal solutions, taking organisational constraints into account Assess the impact on the customer and compensate for service difficulties according to own level of respon and organisational policy > Seek formal and informal feedback from the customers on the quality of the service provided > Update and maintain customer profiles as part of service delivery Review and evaluate the complaints and solutions for future responses to issues Provide your feedback from your evaluations and on how this was resolved to your manager/organisational contact for improvement purnorer
Principles Of Marketing
17th Edition
ISBN:9780134492513
Author:Kotler, Philip, Armstrong, Gary (gary M.)
Publisher:Kotler, Philip, Armstrong, Gary (gary M.)
Chapter1: Marketing: Creating Customer Value And Engagement
Section: Chapter Questions
Problem 1.1DQ
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Transcribed Image Text:2. Demonstrate procedures to respond to and resolve THREE different customer complaints according to organisational
policies and procedures. (150 words)
This will require you to:
Use effective and appropriate communication, including any customers with special needs; this will include
questioning techniques to establish and agree on the nature, cause and details of the complaint
Provide the services to the customers in line with organisational customer service standards and within
designated organisational response times
> Anticipate customer preferences, needs and expectations, and inform them of complaints progress and outcomes
> Share customer information with team members (as appropriate)
Determine the options to resolve the complaints and decide on the optimal solutions, taking organisational
constraints into account
Assess the impact on the customer and compensate for service difficulties according to own level of responsibility
and organisational policy
> Seek formal and informal feedback from the customers on the quality of the service provided
> Update and maintain customer profiles as part of service delivery
> Review and evaluate the complaints and solutions for future responses to issues
Provide your feedback from your evaluations and on how this was resolved to your manager/organisational
contact for imnrovement nurnoses.
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