Please answer all the questions blow

Overview

Instructions

Customer Perspective

1. In relation to what you have learned in Module 3 so far, observe and describe the following as you would view it from the customers perspective. Hint: What is each communicating to the customer?

1. Physical appearance of the business
2. How quickly is a customer greeted
3. Pace of the transaction
4. Parking lot
5. Hours of operation
6. Courtesy of customer service representative
7. Knowledge of customer service representative
8. Website - if there is a website, how user-friendly is it?

Discuss the following:

1. Identify criteria that your organization deems important in communications.
2. How do you know this criteria is important?
3. How are representatives evaluated on this?
4. What training is provided to employees in the five main methods of communication (Listening, writing, talking, reading, nonverbal expression)?
5. What are the expectations when using technology to communicate with customers?

Evaluate the practices in place to avoid challenging situations. What are the practices in place in your business to demonstrate:

1. Respecting the customers time
2. Keeping a positive attitude
3. Recognizing regular customers
4. Maintaining professional communication
5. Showing initiative