Communicating with customers W1, 2, 3

Customers are the ..............and
................. that purchase or use
goods and services from a company

• parents and children

• employees and professionals

• loyal and happy

• individuals and
  businesses

The purpose of the ....................... is to help Victorians be responsible and informed businesses and consumers.

• The Australian Human Rights Commission Act 1986

• Consumer Affairs Victoria regulator

• The Australian Competition and Consumer Commission (ACCC)

• The Privacy Act 1988

The role of ..................is to enforce a range of additional legislation, promoting competition, fair
trading and regulating national infrastructure for the benefit of all Australians.

• The Corporations (Aboriginal and Torres Strait Islander) Act 2006

• Australian Consumer Law and Fair Trading Act 2012 (Vic)

• The Privacy Act 1988

• The Australian Competition and Consumer Commission Act 2010

How to identify customer needs?

• Listen to their feedback.

• All of the above.

• Be consistent in communicating with them.

• Researching your competitors.

The key motivations that drive
customers are ..........

• Needs, wants, demands and competitions

• Needs, wants, demands and diversities

• Needs, wants, demands and expectations

• Needs, wants, demands and necessities

Any business is looking to retain and
attract new customers by meeting the four key customer needs: 1) Service
2) A good product 3) Convivence and accessibility and 4)........................................

• Time

• Price

• Standard

• Innovation

Customers expect to receive a good service including the three components
Quality, Cost and ............that contribute to value.

• Preferences

• Distinctive characteristics

• Design

• Time

What is an example of "Customer service best practices" that help you keep your clients in focus?

What is an example of "Payment methods"?

What is an example of "Actions businesses can take to improve customer service"?