Keeping Customers Informed and Recording Issues

Why is it important to keep your customers informed if there is going to be a delay in dealing with their query or problem?

• To maintain trust and transparency

• To avoid legal issues

• To increase sales

• To reduce costs

A customer has left a voicemail asking you to get back to them about an issue they are having with an order. The issue won’t be resolved until tomorrow when the order arrives so you plan to call the customer back tomorrow as soon as the order arrives. Is this correct?

• YES

• NO

You are going on holiday for two weeks. You are dealing with several customer issues that have been ongoing for a while that require complex actions. You plan to resolve these immediately when you return. Is this correct?

• A) YES

• B) NO

Which of the following is a person you might refer a customer's problem to?

• Your line manager

• A random colleague

• A friend

• A family member

What is important to do when you pass on a customer problem to a colleague?

• Provide all relevant information

• Ignore the problem

• Delay the response

• Give incomplete details

How can customers be kept informed about the progress of their issue?

• Face to face

• By telephone

• By letter

• By email

Why is it important to keep accurate records of customer issues?

• To ensure customer satisfaction and improve service

• To increase the number of customer complaints

• To make it difficult to track customer interactions

• To reduce the need for customer support

Recording telephone calls might provide:

• Evidence for legal purposes

• Improved customer service

• Personal reminders

• All of the above

What is the purpose of using a complaints log in an organisation?

• To track and resolve customer issues

• To increase sales

• To manage employee performance

• To develop new products

Fill in the blank: Copies of written or digital communications will need to be stored _______.

• securely

• in a public place

• temporarily

• randomly