Conduct Customer Engagement 4

Conduct Customer Engagement 4 Questions 21-24

21a. Why is it important to follow up?

• It is important because of the opportunity for sales, marketing and other product and services.

• It also tells the potential or current customer that you want to do business with them and the follow up shows them that you are interested in their business.

Open Ended

List some reasons why it's important to follow-up with a customer enquiry

21b. When should you follow-up with the customer?

• as required, depending on the situation

• as soon as possible

• or within an appropriate period of time

• NB: If you only need to provide additional information to a customer, then you would follow-up when you have the answer or have processed the inquiry 

Multiple Select

You should follow up with a customer...

• as required

• as soon as possible

• when you have an answer/solution

• when you feel like it

Multiple Choice

21c. Should you follow up with a customer if you don't have an answer?

• No

• Yes

Suggested steps if you can't answer a customers questions immediately:

• Explain how you will solve the problem (or tell them what you have already done in your investigation) 

• Take the time to explain to customers exactly what will happen next

• Describe to the customer what you are going to do in stages and steps. Don’t use technical language and unnecessary comments

• Make the customer feel confident that you really are concerned and will attempt to solve the problem as soon as possible. 

22a. The main types of company regulations and standards are:  

• National Credit Code (NCC)

• “Do Not Call” Register

• Equal employment opportunity and anti-discrimination legislation

• The Competition and Consumer Act 2010

• Industry-specific codes, regulations and legislation

• Occupational health and safety legislation 

• The Privacy Act 1988

Read page 68 of your student book for more details about company regulations and standards.

• I'm

• sure

• you'll

• enjoy

• reading

• about

• that!!!

Multiple Choice

What page number did the last slide mention?

• 69

• 86

• 68

• 452

22b. Why is it important to always engage a customer according to organisational standards?

• It is important that every customer receives the same level of service all the time and at every store.

• To have variations in customer service standards will reflect poorly on the individual store and the company as a whole.

Multiple Choice

It is important that every customer receives the same level of service all the time and at every store.

• True

• False

Multiple Choice

To have variations in customer service standards will reflect poorly on the individual store and the company as a whole.

• False

• True

• What?

23. If a situation arises with a customer over a product or service, company policy states that it must be recorded.

What details should be recorded?

• Company name and address

• Customer’s name, address and contact information

• Date and time

• Reference number (if relevant)

• Type or nature of contact

• Customer Service Representative name 

• Description of the situation AND the outcome

24a. What is continuous improvement and how does it help an organisation?

• Read page 72 of your student book to assist you with this answer.

Poll

What page should you read to help you with question 24?

• 74

• 72

• 81

• 1000