1. Using information provided in Unit 2, there are many laws that regulate the way

businesses may provide service to a client. Why is this important and what is your

responsibility?

 

2. Write a guide regarding customer service that you would use, as a mortgage

broker, to look after a customer. Your guide should  include the following points: 

• Identify and clarify customer needs and expectations

• Assess the urgency of the request

• Determine priorities for service delivery

• Inform the customer of possible choices

• Assist in the selection of the preferred option

• Address what action you would take if you were unable to satisfy the

customer need

• Seek appropriate assistance where appropriate

• Provide prompt service to customers

• Establish and maintain rapport with customers

• What action might be taken if there was a complaint

• Provide assistance should there be a specific need

• Propose cross-selling opportunities that may be apparent

• Seek customer feedback

• Review customer satisfaction

• Document recommendations to improve customer service

• Use recommendations to improve customer service