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P3DBA5-5
Table of Contents
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.
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
