AnaPaulaW Pischke_S40064799_CustomerService_Assesment1

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Family Name: 
	Wolmann Pischke
Given Name:
	Ana Paula 
Student ID: Course:
	 S40064799
	 
	Certificate III in Business
Subject: Trainer’s name:
	Customer Service 
	 
	Gail Corrie
Declaration: I certify that this assignment is entirely my own work. I have provided full referencing to the work of others. The material in this paper has not been submitted before.
	IMPORTANT – READ THIS FIRST
PLAGIARISM: You must compose your answers in your own words. Simply pasting text from the Internet OR the APC workbook may result in a failing grade. It is better to write your own thoughts in your own words – even if your English is not perfect – rather than copy word-for-word the thoughts of someone else.
SUBMITTING IDENTICAL ANSWERS: You may discuss your assessments with other students, but submitting identical answers to other students may result in a failing grade. Your answers must be yours alone.
TUTORIALS: Tutorials are run every week to help you answer the assessments. The schedule for tutorials will be announced during the first week of term. You are urged to attend the tutorial that pertains to your online subject.
Customer Service – Assessment 1
Part A
1. Briefly describe the interpersonal skills you would use to satisfy customer service needs and expectations in the following situations:
a. Advice or general information: It is important to listening what the customer is requesting and asking questions to confirm if you understand and don't forget to use the "positive language", "body language", being confident and solving problems, it can help your relationship with the customer in the moment of purchase.
b. A complaint: Listening actively, understanding to what the customer is communicating, searching for feedback from the customer to confirm understanding of needs, being calm and very confident and solving possible problems.
c. Price enquiry: Be positive and listen carefully to what the customer is communicating. 
d. Purchasing a product: Questioning to clarify and confirm customer needs and provide an opportunity for the customer to confirm their request.
e. Returning a product: Must be patient and listen to costumer and use appropriate language.
2. Name and explain two organisational requirements to determine priority of service delivery. 
Empathy: Customers generally have simple expectations and those who serve them at the frontline should put their own understanding of empathy and feelings into play.
Fairness: We all need to feel we are being treated fairly. 
3. What communication methods would you use to inform customers about available choices for meeting their needs and assist in selecting the correct product? 
I would give customer full attention and use non-verbal communication to begin communication with him. After I swap to verbal communication which will be clear, concise and relevant to the task. Together we will find out his needs (using open and closed question) and choose good option for him.
4. If you found you couldn’t assist the customer to their satisfaction, who might you seek assistance from? 
If I am not able to assist the customer there are a few ways how to deal with that: first: I am going to ask for help a more skilled colleague to communicate with the customers. In case I am just alone in the shop, I can try using company´s manual to explain some working procedures or calling an internal helpdesk to ask for the help
5. How would you ensure you provide prompt service to customers? 
I can ensure providing prompt service to meet identified needs- requirements of special or high importance customers, complex technical problems, unusual or out of the ordinary problems etc. Employees should have enough knowledge and be friendly, courteous and provide the ability to work through an issue or fix a problem.
6. How would you establish and maintain rapport with customers? 
Customers prefer to deal with someone with whom they can relate and with whom they feel they understand their needs. Customer-facing people need to feel comfortable using skills to get the job done. The art of customer service is to make people feel special. Making people feel special is one of the essential elements for forming good relationships with customers. You can show that you think a customer is worth your time and attention in several ways. It is very good to know the name of the client and be aware of their body language.
7. How would you differentiate your customer service taking into account customers with specific needs such as:
A) An elderly customer: these customers should be treated with a politeness and kindness.
 
B) A customer from a different culture: using and clear language these customers, try to understand people what have a different background.
C) A customer with disability: offering some equipment suitable also for people with some disabilities or some service which can help to use a typical product for disable people. 
D) A customer with limited english: talking loudly and slowly, using simple words, nonverbal communication.
8. Identify two opportunities to promote and enhance services and products.
Packing procedures.
Extending the opportunities of sale face to face. 
9. Identify two opportunities to enhance the quality of service and products.
To employ employees with more skills.
Opening 24 hours per day. 
10. List three methods of measuring customer satisfaction. 
Satisfaction questionnaires
Face to face communication
Quality assurance data system
11. How would you monitor customer service procedures for effectiveness?
Conduct planned and routine checks on the practical aspects of service delivery. - spot checks on existing services and personal observations of the effectiveness and suitability to your organization’s customer requirements. Record your observations and if you have already established a set of criteria, you can sort them against that including staff performance.
12. Draft a customer service feedback questionnaire for your manager. Include at least three open and three closed questions. 
Open Questions 
How did you hear about us?
How would you describe your experience in our store / on our website?
What is your favourite thing about our product/service?
Closed Questions
May I please have your account number?
We'll ship your order via FedEx Ground, and it will arrive in 7-10 days. Will that work for you?
Did you enjoy your experience with us?
13. How do the following effect business operations:
a. anti-discrimination legislation
b. ethical principles
c. codes of practice
d. privacy laws
e. financial legislation
f. work health and safety (WHS)
a. It is unlawful to discriminate based on a few protected attributes including age, disability, race, sex, intersex status, gender identity and sexual orientation in certain areas of public life, including education and employment.
b. The ethics principles which are considered essential for the performance of administration are: integrity and impartiality.
c. A code of practice provides detailed information on how you can achieve the standards required under the work health and safety (WHS) laws.
d. Australian law which regulates the handling of personal information about individuals. Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable.
e. Financial regulation is a form of regulation or supervision, which subjects financial institutions to certain requirements, restrictions and guidelines, aiming to maintain the integrity of the financial system.
f. This provide safety in the workplace. Provide training for the staffs, adequate materials to work.
Part B – Role Play
· How to sell a retail product to a customer
· Selling a face cream to a customer
Dialogue 
Seller: Hello. Good morning. 
Customer: Hi. 
Seller: How can I help you today?
Customer: I’mlooking for some face cream.
Seller: What do you like about your face cream?
Customer: I like it. It does the job but I’m not sure about the ingredients.
Seller: What are your specific concerns about ingredients?
Customer: I know that some face creams have ingredients like parabens, and it cause cancer. 
Seller: I see. Well, I’m happy to let you know that our ingredients are organics and paraben free. 
Seller: How does it sound?
Customer: It sounds great.
Seller: Is there anything else you don’t like about your cream now?
Customer: Well, I’m pregnant so I’m trying to avoid things with some specific ingredients because everything is making me nauseated.
Seller: Congratulations!!
Customer: Thank you. 
Seller: We have some products that have a scent, but we have one that does not. Would you like to try that one? 
Customer: Yes. Sure. 
Seller: It is really soft and have a good scent. 
Customer: It is really good.
Seller: We are offering 50% off all our creams including this one for today only. Would you be interested in that?
Customer: Of course. 
Seller: Will you pay with cash or card?
Seller: Card.
Seller: Thank you for shopping with us. Have a good day. 
Customer: Thank you. You too.