Outline the following principles and techniques used when solving complaints.

Question

Answer

A

oWhy is it important to identify and understand customer behaviours?

oList 3 customer behaviours.

B

How do you conduct customer needs research?

C

How can you manage good customer relations?

D

How can you keep ongoing product and/or service quality?

E

Outline a process for problem identification and resolution.

F

How would you describe quality customer service delivery?

G

Outline one record keeping and management method.

H

What are 2 strategies for monitoring, managing and introducing ways to improve customer service relationships? Briefly describe them.

I

Describe 2 strategies to obtain customer feedback.

L

Briefly describe how to effectively solve customer complaints.