Basic principles associated with good customer care


Meeting Customer Needs:

UNDERSTAND CUSTOMER CARE AND THE BENEFITS OF GOOD CUSTOMER CARE

1 List basic principles associated with good customer care

2 Outline a company’s customer care policy

3 Explain the benefits of an organisation having customer service standards

4 Outline common barriers to good customer care

5 Describe examples of good practice in customer care

KNOW HOW TO MEET CUSTOMER NEEDS

6 Describe the difference between internal and external customers

7 Identify the needs and expectations of a customer

8 Explain why it is important to meet or exceed customer expectations

9 Explain how to effectively deal with complaints in own area of responsibility

10 Describe how to deal with difficult customer(s) behavior

UNDERSTAND THE IMPORTANCE OF COLLECTING STORING AND INTERPRETING CUSTOMER FEEDBACK

11 Explain the importance of customer feedback

12 Describe different methods of collecting formal and informal feedback from customers

13 Explain how to interpret feedback from customers

14 Describe how to improve customer satisfaction

15 Outline some implications of the Data Protection Act for collecting, storing and using customer feedback

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Reference No:- TGS01434412

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