How do ethics affect your role managing customer service

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Reference no: EM133899433

Assignment:

1. List the steps for effectively dealing with complex complaint (at least ten (10) steps)

2. List at least six (6) effective ways to deal with customers with special needs

3. List at least six (6) strategies you could implement to identify customers needs?

4. List three (3) factors required to ensure customer feedback is effective.

5. List six (6) different interactions made with customers in every business

6. List and briefly explain eight (8) different factors for delivering superior service to customers

7. Why is following up with clients important?

8. Briefly explain what the two dimensions of service are

9. Describe the five elements of quality service

10. Describe in a sentence the following service culture components-

a) Service mission

b) Products and services

c) Delivery system

d) Training

e) Motivators and Rewards

f) Policies and Procedures

11. List eight (8) words or phrases that damage customer relationships

12. List six (6) ways to deal with assertive customers

13. Identify the six (6) main customer needs, and in a sentence for each, explain how you can address them.

14. Briefly describe the following behavioural styles, and how you would deal with each

a) Dominance

b) Influencing

c) Steadiness

d) Compliance

15. Service breakdowns occur whenever any product or service fails to meet the customers' expectations. List and briefly describe the six (6) key steps you would take to rectify a service breakdown.

16. List at least six (6) factors that may reduce / restrict or prevent service recovery

17. List at least six (6) pieces of information you should try to find out from your existing customers whilst researching their needs

18. List at least six (6) pieces of information you should try to find out from your potential customers whilst researching their needs?

19. List and briefly explain 10 things you should know about your customer

20. Explain 6 different strategies you can use to obtain customer feedback

21. List five (5) reasons why it is important not to have variable quality in products or services offered

22. What is the importance of sensitivity during conflict resolution? How does one achieve this?

23. What is the best outcome of a conflict? How is this achieved?

24. How do ethics affect your role managing Customer Service?

25. How do consumer protection laws affect your company?

26. Outline and describe what is meant by Anti-discrimination, and how it would affect your role as a customer service manager.

27. What are the National Privacy Principles?

28. List 3 points you should follow to ensure you comply with the National Privacy Principles.

29. In terms of privacy what is considered "Personal information"?

30. How do industry codes of practice affect your role managing customer service?

31. What are an employer's rights and responsibilities in terms of WHS?

Reference no: EM133899433

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