Cluster 3 Revision Flashcards
(80 cards)
What is involved in the provision of quality customer service?
Meeting and exceeding customer needs and expectations.
Utilizing effective communication and interpersonal skills.
Providing a safe and welcoming environment.
Ensuring prompt and professional service.
Why is it important to identify your customers’ needs and expectations to provide quality service?
It ensures services are tailored to individual needs.
Prevents misunderstandings and complaints.
Builds trust and long-term relationships with customers.
What expectations do parents and customers have of Early Childhood Institutions (ECIs)?
Safe and stimulating environments for children.
Regular updates on the child’s progress.
Respect for cultural, religious, and family values.
Flexibility in handling special needs or unique requirements.
What interpersonal skills should you utilize when identifying customers’ needs?
Active listening.
Asking open and closed questions appropriately.
Empathy and understanding.
Clear, professional communication.
Why is it important to assess your customers’ needs to determine which is most urgent?
So that you can know which need is of higher priority.
What listening skills help assess which of your customers’ needs is more urgent?
Give the speaker his full attention.
Show interest in what the person is saying.
Avoid distractions.
Take notes when appropriate.
Ask questions.
Re-state or paraphrase in his own words what has been said.
Pick out the important points discussed and act on them.
Give examples of the different needs that parents/customers may have.
Having frequent contact with teachers and receiving information about child’s progress.
Having access to the classroom through visitation or observation.
Being recognized as the ‘expert’ when it comes to their child.
The provision of appropriate snacks and meals especially if the child has special needs such as vegetarian meals, low-sugar or low salt diets.
The administration of medications and emergency medical care especially if the child has a health concern such as asthma or diabetes.
Ability to exclude sick and contagious children and informing parents of the situation.
What are some sources of information on the services offered by your institution?
Speaking with colleagues.
Asking your supervisor.
Specially designed flyers or brochures.
Training sessions.
How can you communicate with your customers in a clear, confident and polite manner?
Listening actively.
Asking questions.
Checking understanding.
Providing information.
Using language appropriate to the customer. Avoid the use of jargon.
Using appropriate body language.
Why is it important to avoid the use of ‘jargon’?
It is important to avoid the use of jargon so that the customer can understand 100% what you are explaining and saying to them.
What should you do when you are unable to provide the information that your customer needs?
Refer the customer to someone else in your institution or to an alternative source of information.
How can you determine whether you have given a customer enough information to help make a decision?
Ask the following questions:
Does that answer your question?
Would you like to know anything else about the service?
Have I covered everything that you need to know?
Have you been able to make a decision about the services you will use?
What are some reasons for not being able to meet customers’ needs and expectations?
Limitations set by your institution’s policies and procedures.
Legal reasons.
Safety reasons.
Staffing problems.
Outline a few guidelines for dealing with customers when you are unable to meet their needs.
Show empathy and understanding.
Maintain eye contact while engaging in face-to-face discussion.
Give a clear explanation that outlines the reasons for not meeting the customer’s expectations.
Discuss options and alternatives.
Explain what you can do.
Agree on the way forward.
Why is it important to offer options and alternatives to customers?
It helps customers feel valued and understood, providing them with choices that may better meet their needs.
Why is it important to provide prompt service to your customers?
Reduces frustration and dissatisfaction.
Builds a positive image of the institution.
Encourages repeat business and loyalty.
What are some possible implications of failing to provide prompt service?
Loss of trust and credibility.
Increased complaints and negative feedback.
Potential loss of customers.
How should you deal with a situation in which you are extremely busy and unable to provide prompt service?
Politely inform customers about the delay.
Provide an estimated time for assistance.
Offer alternative solutions, like returning calls later.
What is the best way of establishing rapport with face-to-face customers?
Maintain eye contact, smile, and use a warm tone.
What is the best way of establishing rapport with telephone customers?
Answer promptly, greet them courteously, and maintain a polite and friendly tone.
How can you maintain rapport in a difficult situation?
Listen actively and empathize with the customer.
Remain calm and professional.
Focus on resolving the issue efficiently and effectively.
What are the main reasons why customers complain about service?
Unmet expectations.
Rude or indifferent staff behavior.
Delays or inefficiency in service.
Receiving incorrect or inadequate information.
What type of response do customers expect when they make a complaint?
Active listening and acknowledgment of their concerns.
Empathy and understanding.
A clear explanation and resolution plan.
Why is it important to handle complaints sensitively and courteously?
Builds trust and loyalty.
Helps to retain customers despite issues.
Allows the organization to improve its services based on feedback.
