Questions

Provide answers to all of the questions below:

1. Describe four effective communication techniques that could be used when interacting with customers.
2. List and describe five ways to establish effective regular communication with customers.
3. Outline four principles of customer service.
4. List three sources of verified client information.
5. Explain how each of the following can be used to identify customer needs and review customer satisfaction.

Technique	How this technique can be used
Letters of complaint
Warranty or insurance claims
Focus groups
Formal market surveys
Australian Bureau of Statistics reports
Staff surveys
Customer survey or interview
Test marketing new products

1. Describe how an organisation's structure (size and type of organisation) and the products or services they sell; will determine the number of staff and the roles they have in order to ensure effective customer service.
2. Explain at least two ways you can draw insights from customer data to develop recommendations and conclusions on how customer service strategies have been implemented.
3. Explain the standard steps for dealing with a customer complaint.
4. Explain the importance of recording and monitoring complaints.
5. Describe customer service standards and their importance.