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Recap of Customer Service

Customer service involves ensuring customer satisfaction by assisting with questions or problems, listening to concerns, and solving issues. Consistent customer service is characterized by knowledge, problem-solving, professionalism, and continuous improvement based on feedback. Going the 'extra mile' means exceeding expectations, like delivering a pizza with extra toppings and a friendly greeting. Limits of authority refers to the rules defining what employees can and cannot do. A business can exceed expectations by delivering an order earlier than expected with a personalized thank you and small gift. To resolve a complaint, a business listens, investigates, and tries to find a solution like a refund, replacement or compensation.

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38 views2 pages

Recap of Customer Service

Customer service involves ensuring customer satisfaction by assisting with questions or problems, listening to concerns, and solving issues. Consistent customer service is characterized by knowledge, problem-solving, professionalism, and continuous improvement based on feedback. Going the 'extra mile' means exceeding expectations, like delivering a pizza with extra toppings and a friendly greeting. Limits of authority refers to the rules defining what employees can and cannot do. A business can exceed expectations by delivering an order earlier than expected with a personalized thank you and small gift. To resolve a complaint, a business listens, investigates, and tries to find a solution like a refund, replacement or compensation.

Uploaded by

raynachow5
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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1) What is customer service?

Customer service is all about making sure customers are happy and satisfied with their experience. It's like having a friendly helper who is
there to assist you with any questions or problems you might have when shopping or using a service. They listen to your concerns, provide
information, and do their best to solve any issues you may encounter.

2) What are the characteristics of consistent and reliable customer service.

Knowledge: Having a deep understanding of their products or services to provide accurate information.

Problem-solving : determining the cause of the problem; identifying, prioritizing, and selecting a solution for a solution.

Professionalism: They maintain a courteous and respectful attitude throughout the interaction.

Continuous improvement: They strive to enhance their service based on customer feedback.

3) What does going the ‘extra mile’ mean? Give an example of this.

Going the ‘extra mile’ means putting in a whole lot more effort then that is need to better your experience .

For example, let’s say you ordered a pizza for delivery, and the delivery person arrives at your doorstep with the pizza. Going the ‘extra
mile’ would mean that the delivery person not only delivers the pizza but also goes out of their way to ensure your satisfaction. They might
double-check if you have any special requests, provide extra toppings or napkins, and even offer a friendly smile and kind words.

4) What does limits of authority mean?

"limits of authority" refers to the boundaries or restrictions on what someone is allowed to do or decide within their role or position. The
limits of authority would be the rules that define what each person can and cannot do during the game. These rules ensure that everyone
plays fair and no one “cheats”.

5) How might a business exceed a customer’s expectations? Give an example.

To exceed a customer's expectations, a business can go above and beyond what the customer anticipates.

For example, let's say you ordered a product online and expected it to arrive within a week. If the business delivers the product earlier than
expected, provides a personalized thank-you note, and includes a small surprise gift, they are exceeding your expectations which makes you
want to use their service again.

6) What is a complaint and what are the steps a business might take to resolve the issue?

A complaint is when a customer expresses an issue regarding a product or service. To resolve the issue, a business might take several steps.
First, they would listen attentively to the customer’s complaint and empathize with their concerns. Then, they would investigate the issue
and try to find a solution that satisfies the customer. This could involve offering a refund, replacement, or other forms of compensation.

7) Name two legislative procedures that a business must follow. Explain what they are.

Health and Safety Regulations: These regulations ensure that businesses provide a safe and healthy environment for their employees
and customers. It includes measures like maintaining proper hygiene, and providing necessary safety equipment.

Consumer Protection Laws: These laws aim to protect consumers from unfair practices or deceptive advertising. They ensure that
businesses provide accurate information about their products or services, honor warranties, and handle complaints in a fair way.

8) Name two company policies that a business must follow. Explain what they are.

● Code of Conduct: This policy outlines the expected behavior and ethical standards for employees. It covers topics such as honesty,
respect, confidentiality.

● Data Protection Policy: This policy focuses on how the company handles, stores, and processes data. It includes guidelines on data
security measures, etc.
9) What does Ltd mean? Write a sentence. “Limited.” It is a name used in the name of a company to indicate that the liability of
its owners or shareholders is limited.

10) What is a mission statement?


A mission statement is a statement that expresses the purpose and goals of a company. It communicates the company’s core
values, its reason for existence, and the impact it aims to make.

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