Select a scenario that you are familiar with where a customer interacts with an organisation. For example a customer in an electronics shop, a client in a hairdressing salon, a person borrowing books in a library. Describe who the two parties are, and what the transaction entails.

Write a short guide to customer service for the representative of the organisation. (Approx.

Your guide should cover how to:

• identify and clarify customer needs and expectations
• assess the urgency of the request
• determine priorities for service delivery
• inform customers about available choices
• assist in the selection of preferred options
• identify when they, or the organisation, is unable to address the customer needs and the appropriate course of action to take
• seek appropriate assistance from other personnel where appropriate
• provide prompt service to customers
• establish and maintain rapport with customers
• handle customer complaints sensitively and courteously
• provide assistance or respond to customers with specific needs
• use opportunities to promote services and products
• regularly seek customer feedback
• review customer satisfaction using verifiable evidence
• identify opportunities to enhance the quality of service and products
• monitor procedures for effectiveness
• use feedback to improve customer service
• suggest ways to modify products or services based on customer satisfaction data
• write customer service reports that are clear, detailed and contain recommendations