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

Answer rating: 100% (QA)

1 Laws and regulations that govern the way businesses provide service to clients are crucial because they ensure that customers are treated fairly and ethically These laws are in place to protect cons... View the full answer