1.Why is it important for staff to follow the organisation's procedures when dealing with customer complaints?

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Assessors Comments

(If required)

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2.Describe the importance of using effective communication skills when dealing with customer complaints? List and describe at least 4 communication skills which should be used when dealing with customer complaints.

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Assessors Comments

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3.Why it is important for an organisation to keep records on customer complaints?

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4.Why is it important to ensure that legislation is followed when making a decision about customer complaints? List at least four (4) consequences of not complying with relevant legislation.

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Assessors Feedback

(if required)

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5.Why is it necessary to negotiate a resolution and obtain agreement with the customer when dealing with a complaint?

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Assessors Comments

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6.What information should be recorded in the Complaints Register and what are the benefits of keeping a complaints register?

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7.When should you inform customers about the outcome of the complaint investigation and why is it important to inform them of the final decision?

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8. Provide four examples of when you might need to refer a complaint to someone else. Provide three examples of personnel within the organisation which the complaint may need to referred to.

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Assessors Comments

(If required)

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9.Why is it important to forward all documentation and investigation reports in a timely manner? What are the possible consequences if information is delayed?

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10.What procedure should be followed when following up appropriate personnel who are making a decision on the customer's complaint?

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11.Explain the implications to the organisation and customer of well-handled and poorly handled customer complaints?

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Assessors Comments

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12.Why might you need to negotiate appropriate options for resolution with the customer?

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13.A customer purchased a new camera from your organisation and it came with a two year guarantee. While they were travelling overseas the camera stopped functioning due to an error with the cameras software. What options might you offer the customer to resolve their complaint?

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Assessors Comments

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14.Explain the procedure you would follow to escalate a complaint to someone else.