Understanding Your Organization 's Customer Service Guidelines

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RESOURCES/WEBSITES http://video.google.com/videoplay?docid=3011128192739350445&hl=en http://video.google.com/videoplay?docid=-1880870607002189255&hl=en (telephone - from curt to courteous) http://video.google.com/videoplay?docid=-588724269867897572&hl=en (irate customers) http://video.google.com/videoplay?docid=-5677384960392844817&hl=en (telephone messages http://www.ipaustralia.gov.au/about/charter_index.shtml http://www.customerservicemanager.com/at-your-service-the-ten-commandments-of-great-customer-service.htm http://www.matrixstandard.com http://all-free-info.com/customer-service TASK 1 – UNDERSTANDING YOUR ORGANISATION Research your workplace standards you should have your organization’s customer service…show more content…
All of which help to ensure needs and expectations are met by both parties.  Body Language – The correct use of body language is important to accompany both listening and questioning as 70% of all communication is nom –verbal. Therefore the receptiveness and transparency a constituent put forward no matter how polite or friendly you are can be largely affected by your body language. 7. How do you make sure customers’ needs are assessed for urgency to determine priorities for service delivery in accordance with organization requirements? When we receive contact from a constituent at first contact we make note of the urgency of the issue by looking at both what the client wants achieved by when and also the time available in our schedule to deliver the service. 5. Give an example of how you provide customers with information about available choices for meeting their needs and assist them in the selection of preferred options Identify do they need advice, do they need help implementing that advice or would they like us to act on their behalf. Identifying what they are hoping to achieve / what they would like to change 6. As a new employee of your organization what are 3 difficulties you have experienced in responding to customers’ needs? 1. Limited or no knowledge on certain subjects or community concerns. 2. Managing emotional clients on the phone tactfully through
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