P3DBA5-5
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Question 1 of 5
To ensure customer satisfaction an organisation must:
achieve goals
keep promises
increase sales
make a profit
When agreeing an action with a customer, it’s important to:
tell the customer what you can do
consider teamwork
achieve your targets
promote other products
Techniques for monitoring customers’ queries must:
Achieve customer retention
Fit in with customer service strategy
Exceed customer expectations
Engage customers
An active listener will:
summarise
judge
resolve complaints
interrupt
Drag and drop the words into the correct gaps.
decisionconversationpatiencehearingnon-judgmentalactive
Listening is not something that just happens (that is ), listening is an process in which a conscious is made to listen to and understand the messages of the speaker. Listeners should remain neutral and , this means trying not to take sides or form opinions, especially early in the . Active listening is also about - pauses and short periods of silence should be accepted.
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