Unit 1 Principles of customer service and delivery
How many principles does the Data Protection Act have?
Eight
Clarity
Satisfied customers will lead to more sales from their own repeat business and from the new customers generated by their recommendations
Refuse under the data protection act
Customer survey
Report it
It is what separates competitors and helps consumers remember a product
You may loose customers
Speak in a calm voice
Complaints identity faulty products.
Makes the customer feel valued
Can be summed up as 'standards of behaviour'
Send emails
Wet floor yellow warning sign
What would you do if you were working in a shop and found broken glass on the floor
Eight
Clarity
Satisfied customers will lead to more sales from their own repeat business and from the new customers generated by their recommendations
Refuse under the data protection act
Customer survey
Report it
It is what separates competitors and helps consumers remember a product
You may loose customers
Speak in a calm voice
Complaints identity faulty products.
Makes the customer feel valued
Can be summed up as 'standards of behaviour'
Send emails
Wet floor yellow warning sign
What sign would you put in place if you mopped the floor in a shop?
Eight
Clarity
Satisfied customers will lead to more sales from their own repeat business and from the new customers generated by their recommendations
Refuse under the data protection act
Customer survey
Report it
It is what separates competitors and helps consumers remember a product
You may loose customers
Speak in a calm voice
Complaints identity faulty products.
Makes the customer feel valued
Can be summed up as 'standards of behaviour'
Send emails
Wet floor yellow warning sign
What does Ethical mean?
Eight
Clarity
Satisfied customers will lead to more sales from their own repeat business and from the new customers generated by their recommendations
Refuse under the data protection act
Customer survey
Report it
It is what separates competitors and helps consumers remember a product
You may loose customers
Speak in a calm voice
Complaints identity faulty products.
Makes the customer feel valued
Can be summed up as 'standards of behaviour'
Send emails
Wet floor yellow warning sign
What would you do if a customer demanded the phone number of a colleague
Eight
Clarity
Satisfied customers will lead to more sales from their own repeat business and from the new customers generated by their recommendations
Refuse under the data protection act
Customer survey
Report it
It is what separates competitors and helps consumers remember a product
You may loose customers
Speak in a calm voice
Complaints identity faulty products.
Makes the customer feel valued
Can be summed up as 'standards of behaviour'
Send emails
Wet floor yellow warning sign
Name one way that you could identify customers needs and expectations
Eight
Clarity
Satisfied customers will lead to more sales from their own repeat business and from the new customers generated by their recommendations
Refuse under the data protection act
Customer survey
Report it
It is what separates competitors and helps consumers remember a product
You may loose customers
Speak in a calm voice
Complaints identity faulty products.
Makes the customer feel valued
Can be summed up as 'standards of behaviour'
Send emails
Wet floor yellow warning sign
Name one implication of not following up a compaint from a customer
Eight
Clarity
Satisfied customers will lead to more sales from their own repeat business and from the new customers generated by their recommendations
Refuse under the data protection act
Customer survey
Report it
It is what separates competitors and helps consumers remember a product
You may loose customers
Speak in a calm voice
Complaints identity faulty products.
Makes the customer feel valued
Can be summed up as 'standards of behaviour'
Send emails
Wet floor yellow warning sign
Name one technique that can be used to put customers at ease
Eight
Clarity
Satisfied customers will lead to more sales from their own repeat business and from the new customers generated by their recommendations
Refuse under the data protection act
Customer survey
Report it
It is what separates competitors and helps consumers remember a product
You may loose customers
Speak in a calm voice
Complaints identity faulty products.
Makes the customer feel valued
Can be summed up as 'standards of behaviour'
Send emails
Wet floor yellow warning sign
Name one feature of an effective complaints procedure
Eight
Clarity
Satisfied customers will lead to more sales from their own repeat business and from the new customers generated by their recommendations
Refuse under the data protection act
Customer survey
Report it
It is what separates competitors and helps consumers remember a product
You may loose customers
Speak in a calm voice
Complaints identity faulty products.
Makes the customer feel valued
Can be summed up as 'standards of behaviour'
Send emails
Wet floor yellow warning sign
Why is a brand important to an organisation?
Eight
Clarity
Satisfied customers will lead to more sales from their own repeat business and from the new customers generated by their recommendations
Refuse under the data protection act
Customer survey
Report it
It is what separates competitors and helps consumers remember a product
You may loose customers
Speak in a calm voice
Complaints identity faulty products.
Makes the customer feel valued
Can be summed up as 'standards of behaviour'
Send emails
Wet floor yellow warning sign
Why should you treat customers as individuals
Eight
Clarity
Satisfied customers will lead to more sales from their own repeat business and from the new customers generated by their recommendations
Refuse under the data protection act
Customer survey
Report it
It is what separates competitors and helps consumers remember a product
You may loose customers
Speak in a calm voice
Complaints identity faulty products.
Makes the customer feel valued
Can be summed up as 'standards of behaviour'
Send emails
Wet floor yellow warning sign
Name one use of a complaints process
Eight
Clarity
Satisfied customers will lead to more sales from their own repeat business and from the new customers generated by their recommendations
Refuse under the data protection act
Customer survey
Report it
It is what separates competitors and helps consumers remember a product
You may loose customers
Speak in a calm voice
Complaints identity faulty products.
Makes the customer feel valued
Can be summed up as 'standards of behaviour'
Send emails
Wet floor yellow warning sign
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