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?

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What is an example of "Payment methods"?

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

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