P3DBA5-5
Click to watch this video produced by Infoteam Consulting that shows good practice in understanding customer needs.
Table of Contents
- Tutorial Video
- Reading Materials
- 'Respond to queries from customers – both verbal and email’ from the Excellence Gateway
- 'Active Listening’ webpage from Skills You Need
- 'What does customer escalation mean?’ from AZ Central
- 'How to handle customer complaints’ from the Training Mag
- Find and read your organisation’s policies and procedures for dealing with internal and external queries and for the escalation of queries.
- Presentation
- Good Practice Example
- Good Practice Example
- Interactive Quiz
- Evidence Opportunities
- Extended Learning
- Click to read the Instra Corporation’s ‘Complaints handling policy (escalation policy)’ as an example of how one organisation sets out its standards for dealing with enquires.
- This article from Fresh Works provides ‘A guide to empathy in customer service’.
- Skills You Need have produced an article called ‘Clarifying and clarification’ examining how to confirm understanding of the needs and expectations of the person(s) making the enquiry.
- This article on The Muse website considers ‘The right way to ask for help at work’.
- Think And Challenge
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