1. What's the value of staff and customer feedback? Identify five ways staff and customer feedback

can help enhance customer service delivery. (25-30 words)

2. A customer is complaining loudly about your poor service. Explain how you would handle this

situation.

(40-50 words)

3. Give a new colleague three tips on how to use appropriate language when communicating. (40-50

words)

4. Describe the tone, pitch and volume you should use when speaking to customers. (25-30 words)

Tone

Pitch

Volume

5. From the list provided identify which non-verbal communication is appropriate to use in customer

service to develop rapport and promote good relationships with customers, using () to tick your

reply.

Slouching

Smiling

Sighing

Establishing eye contact

Giving customers the body space they need

Pointing with your index finger

Guiding people with an open hand

Crossing your arms

Patting an Indian child on the head

6. Explain why it's important to apply good questioning techniques when communicating with

customers who are complaining?

(40-50 words)

7. List five conflict resolution techniques you can use to establish the facts, prevent escalation, and

work towards an agreeable solution.

8. Describe the guidelines you should follow when taking responsibility for finding solutions to

complaints. (25-30 words)

9. State the eight step procedure usually used in the complaint-handling process.

10. Identify four organisational constraints you should take into account when deciding how to resolve

customer complaints.

11. List three questions you can ask yourself to assess the impact a solution will have on a customer.

12. State four reasons to provide internal feedback on complaints.

13. Identify four areas of the workplace where there is commonly room for improvement.

14. Describe six communication skills to use when suggesting improvements.