BSBOPS304 Topic Two Review

BSBOPS304 Topic Two Review

By Barney Sinclair

​Deliver a Service

​To deliver a service within the requirements of your organisation and of the law, you will need to:

•deliver prompt service

•follow the customer service charter of your organisation

•follow any government laws about service delivery

•address specific needs of customers

•communicate clearly with customers

•follow up

Multiple Choice

Which of these is NOT correct regarding delivering a customer service within the requirements of your organisation and the law?

• deliver prompt service

• follow the customer service charter of your organisation

• address specific needs of customers

• deliver your service faster than your competitors

• communicate clearly with customers

Open Ended

What is a customer service charter?

​A customer service charter is a document that details the company policies and procedures that you must follow when you help customers. They are usually available to both customers and staff.

​Follow Government Legislation:

​•You must follow Australian government laws when you help customers in Australia

•All companies should consider these laws when they write documents about policies and procedures

•You must know what processes you should follow when you provide a service

•If you are uncertain about what to do, you should ask for advice

Open Ended

What are some legislation and industry standards you should follow when delivering customer service?

Open Ended

What are the THREE steps to developing rapport with customers?

Open Ended

How can you make a good first impression with customers?

​You can build a good first impression by:

•Speaking confidently

•Dressing professionally

•Showing genuine interest

•Knowing your products

•Demonstrating enthusiasm

•Offering guidance if customers need assistance​

​

Open Ended

What are some common reasons why customers complain?

​Why do customers complain?

Some common reasons are:​

​•administration errors - such as incorrect pricing

•dissatisfaction with delivery service

•poor service

•poor technical support

•goods are damaged

•ordered goods are not available

​

​Remember:

• ​You can turn a customer complaint into an opportunity to improve services.

• ​If complaints are handled well, customers may stay loyal to your company.

Open Ended

How can businesses enhance their customer service?

​You can enhance customer service by offering:

​•extended time lines

•extended warranties

•packaging or bundling

•express delivery of goods

•generous returns policy

•system for recording complaints

•updating customer service charter