Customer Service and complaints

What is company image?

• The way the company takes pictures

• The way the company is seen by others and represents itself

• How many likes the company gets on social media

• The type of logo they have

How many seconds does it take to make a first impression?

• 5 seconds

• 12 seconds

• 7 seconds

• 11 seconds

Provide 2 examples of written communication

• Sign language

• Telephone

• Email

• Letter

Provide 2 forms of non verbal communication

• Sign language

• letter

• Face time

• Facial expressions

If someone has sensory needs what 2 things might they need help with?

• Speaking

• hearing

• Seeing

• walking

How could you communicate with someone who doesn't speak your language?

• Speak louder

• Talk slower

• Use pictures and symbols

• Don't try, get someone else to do it

Which legislation helps to protect those with a disability?

• Race relations Act

• Equal Opportunities Act

• Disability Discrimination Act

• Disability Act

Which emotions are customers likely to feel when complaining? Select 3

• Angry

• Upset

• Embarrassed

• confused

How can a complaint help a business? select 2 answers

• It can help you improve areas

• Gets customers to use other companies

• It can't

• Identify under performing staff

How can complaints be bad for business? Select 2 answers

• The business can improve

• The business might lose customers and profits

• The business might gain a negative public image

• They aren't bad, only good