Customer care

Question 1

name the 6 pillars

Answer 1

• action
• interest
• body language
• verbal language
• tone of voice
• attitude

Question 2

what are service standards?

Answer 2

help define what customers can expect from service.

Question 3

name the 5 features of customer service

Answer 3

• greeting customers
• interacting with customers
• identify what the customers need and want
• encouraging feedback from customers
• respond to feedback

Question 4

Define customer care

Answer 4

goes beyond customer service by making emotional connections between the brand, product and customer. it offers a personalised approach. this makes the customer feel appreciated and looked- after

Question 5

Define customer service

Answer 5

focuses on the sales process of a product and supports the sales of goods. It also deals with customer queries and complaints. Ensures customers have a convenient experience

Question 6

define the 2 communication types

Answer 6

formal- a conversation that uses full and proper works
informal- casual conversation using slang and shortened words

Question 7

Define an Amiable customer and how to serve them

Answer 7

they tend to value empathy, trust and relationships during sales. Have a casual talk with them to build a connection and get to know them.

Question 8

Define analytic customers and how to serve them

Answer 8

Focus on facts and figures but little interest in relationships. If they are not educated then do so. use facts and figures when talking to them

Question 9

Define an expressive customer and how to serve them

Answer 9

Focused on relationships. they are highly focused and talkative but also lose focus on their goals. Provide anecdotal evidence providing experience in the company.

Question 10

Define a driver customer and how to serve them

Answer 10

They have very strong opinions on the products and know exactly what they. Keep the pitch concise don’t argue with them show them how to get to their goal. Recognised by poor listening skills.

Question 11

How is customer feedback helpful to a business?

Answer 11

shows the business areas of improvement to various areas of the business

Question 12

define legislation

Answer 12

a set of laws in place by the government to protect businesses, employees and consumers

Question 13

Define Consumer Law and what it does

Answer 13

Protects consumers. Refers to any piece of government legislation designed to protect consumers from poor quality products and poor business practices.

contains:
Consumer Rights Act 2015
Consumer Protection Act 1987

Question 14

Define the Display legislation and say what it contains

Answer 14

Govern how products can be displayed to the customers. Refers to any piece of legislation to protect consumers from misleading information about products and qualities sold

contains:
Trade Description Act 1968
Weights and Measures Act 1985
Weights and measures (packaged goods) 2006
Price marketing order 2004

Question 15

Describe the Consumer Rights Act 2015

Answer 15

split into 3 parts:
- consumer contracts for goods and services This means that businesses must supply high-quality goods and services to consumers
- Unfair term
- Miscellaneous and general adjustments: amendment of the weights and measures regulations, improved consumer measures and other enforcement. Investigatory powers.

Requirements: customers must report a fault during a given time after purchasing a product to be able to claim compensation.