Assignment: BSBCUS501 Activity 4Written question1. In the space provided you have to provide a step by step process on how to handle complaints - Listening to customer comments - Requesting a solution from the customer in their preference - To ensure that the customer is satisfied, once the resolution is reached. - If it's a higher authority, explain that you will get back to them and solve the problem. - If the resolution is not approved, apologize to the customer and offer him several alternatives and the best way. 2. Why are customer complaints important? - Comments and complaints are provided to the profit working company to correct in the right way 3. List 3 strategies you could implement to identify customer needs? - Research on - We may learn information that could prove invaluable in PREPARING future client proposals. 8. What are the two dimensions of the service? - The procedural dimension Consists of the systems and procedures established to provide products and/or services - The personal dimension How service providers (using their attitudes, behaviors and verbal skills) interact with customers 9. Describe the five elements of a quality service - Reliability: The ability to deliver what was promised, reliably and accurately. Action strategy: Make sure you correctly identify customer needs, promise only what you can deliver, and maintain compliance to ensure the product or service has been received as promised - Guarantee: The knowledge and courtesy of employees and their ability to convey confidence and trust. Action Strategy: Take the time to serve customers one at a time. Provide service assertively using positive communication techniques and describing products and services accurately - Tangible: physical facilities, equipment and staff appearance. Action Strategy: Keep work spaces clean and tidy, dress professionally, and maintain excellent grooming and hygiene List 8 words or phrases that damage customer relationships - You don't understand - You don't get my point - Wait one second - Our policy says (or prohibits) - It's not my responsibility - What you need to do is... - Why don't you do it - The word "problem" 12. Describe 6 ways you treat assertive customers - Watch customers in eyes as you speak - Grab firmly without crushing - Think, plan and say a specific question - Stop, collect your thoughts and speak - Apologize if you make a mistake - Increase the volume, sound decisive and convincing - Take responsibility, solve the problem 13. Identify 6 different customer needs and how you can address them. - To feel welcome: use an enthusiastic greeting, smile, use the customer's name, thank the customer, be positive - To feel comfortable: actively listen, paraphrase, ask key questions, provide positive feedback,