1. Explain three key principles of quality customer service.
2. Explain four types of positive communication that should be used to ensure quality customer service.
3. Explain what type of non-verbal communication would be appropriate when engaging with customers for each of the non-verbal communication behaviours listed in the table.

Non-verbal communication	Appropriate for customer service
Body language
Culturally specific communication customs and practices
Dress and accessories
Gestures and mannerisms
Use of space
Voice tonality and volume

4

Explain how feedback from staff and customers can be used to enhance customer service.

5

Thinking about the qualification you are studying and the industry you would like to work in, answer each of the following questions:

A.Describe at least three professional service standards and protocols for staff.

B.Describe at least three attitudes and attributes that would be expected to work with customers.

C.Describe at least three key customer service needs and communication expectations in the industry.

D.Describe expected standards for personal presentation and hygiene.

E.Describe customer service and communication needs that may arise for specific customers such as those with languages other than English.

6

Explain five main types of customers that companies engage with.

7

Choose a company you are familiar with and/or would be interested in working for. Answer each of the following questions.

A.What does the company says its response time is for providing services and resolving complaints? How does this compare to other companies?

B.What are its personal presentation and hygiene standards?

8.

Review the table below and explain why it is important for customer service to address this.

Behaviour	Importance for customer service
Acknowledging and greeting customers
Complaint and dispute management
Empowerment of different levels of personnel to resolve complaints, disputes,
Service issues and customer compensation
Loyalty programs
Presentation standards for customer environment, customer service personnel, and documents and promotional materials
Pricing guarantees
Product quality
Refunds and cancellation fees
Response times
Service guarantees
Training staff for customer service and complaint handling

9.

Choose two cultural groups you know about and for each describe the following in relation to customer service:

A.modes of greeting, farewelling and conversation

B.body language and body gestures

C.formality of language

D.clothing expectations for customer service staff

10

Explain each of the following methods of collecting feedback:

A.surveys

B.interviews

C.structured questioning

D.observation of customers

E.casual discussion

11

Explain three types of communication techniques, including key features.

12

Explain three types of communication equipment that can be used in customer service.