Written Assignment Of The Five Elements Of Quality Service

Assignment: BSBCUS501 Task 4

Written Question

1. In the space provided you are to provide a step by step process on how to deal with complaints

- Listening of customer comments

- Asking for customer solution with prefer them

- To ensure customer that they is happy, when it is resolution.

- If higher authority, explain that you will get back to them and resolution.

- If the resolution is not approved, then apologize to the customer and offer different alternatives and the best way to them.

2. Why are customer complaints important?

- The comment and complaints are given to the business running on profit to correct on the right way

3. List 3 strategies you could you implement to identify customer’s needs?

- Research on the

- We may learn information that could prove valuable in PREPARING future client proposals.

8. What are the two dimensions of service?

- The procedural dimension Consist of the established systems and procedures to deliver products and/or services

- The personal dimension How service providers (using their attitudes, behaviors, and verbal skills) interact with customers

9. Describe the five elements of quality service

- Reliability: The ability to provide what was promised, dependably and accurately. Action strategy: make sure that you correctly identify customer needs, promise only what you can deliver, and follow through to ensure that the product or service was received as promised

- Assurance: The knowledge and courtesy of employees, and their ability to convey trust and confidence. Action strategy: take the time to serve customers one at a time. Provide service assertively by using positive communication techniques and describing products and services accurately - Tangible: The physical facilities and equipment and the appearance of personnel. Action strategy: maintain workspaces in a neat, orderly manner, dress professionally, and maintain excellent grooming and hygiene

List 8 words or phrases that damage customer relationships

- You don’t understand

- You don’ s see my point

- Hold on a second

- Our policy says (or prohibits)

- That’s not my responsibility

- What you need to do is…..

- Why don’t you

- The word “problem” 12. Describe 6 ways you deal with assertive customers

- Look customers in the eyes as you speak

- Grasp firmly without crushing

- Think, plan, and speak a specific question

- Stop, gather thoughts, and speak

- Apologize if you make a mistake

- Increase volume, sound firm and convincing

- Take responsibility, resolve the problem

13. Identify 6 different customer needs, and how you can address them.

- To Feel Welcome: Use an enthusiastic greeting, smile, use the customer’s name, thank the customer, be positive

- To Feel Comfortable: Listen actively, paraphrase, ask key question, give positive feedback,