Problem 1: Outline the legislative and regulatory context of an automotive workshop relevant to customer service.
Problem 2: Describe organisational policy and procedures for customer service including handling customer complaints.
Problem 3: Identify recognized service standards and best practice models. Do research and summarize your findings.
Problem 4: In no more than 100 words each; explain what is meant by 'public relations' and 'product promotion'.
Problem 5: Outline techniques for dealing with customers including customers with specific needs. Answers can be based on prior work experience or further research.
Problem 6: Explain techniques for solving complaints including the principles and techniques involved in the management and organisation of:
- Customer behaviour
- Customer needs research
- Customer relations
- Ongoing product and/or service quality
- Problem identification and resolution
- Quality customer service delivery
- Record keeping and management methods
- Strategies for monitoring, managing and introducing ways to improve customer service relationships
- Strategies to obtain customer feedback.