4.2 delivery of customer service Flashcards
1
Q
Procedures for handling complaints
A
- Acknowledge the complaint
- Refer complaint to senior colleague if its serious; they handle the complaint.
2
Q
Handling customer enquiries
A
- product knowledge is important in delivering good service
- need to have good knowledge of products/services provided by organization
- customers more likely to buy products that are well explained
- e.g. directions, itineraries, information, recommendations
3
Q
- Making reservations
- Taking payments
- Customer care polices
- Having good product knowledge
A
4
Q
a customer care policy may include how to
A
- answer customer enquiries
- make reservations
- take payments
- handle complaints
