Topic : Customer Complaints

Q1. A code of practice aligns with ethical standards for business operations and customer interactions. How might it impact on customer service and complaint management? (240 words)

Q2. What is involved in responding to a customer complaint and what organisational guidelines might be available to assist you? (240 words)

Q3. When dealing with customer complaints good communication skills are essential. List and describe at least five communication skills, or aspects of good communication that are needed when dealing with complaints.

Q4. There is a range of legislation that will impact on business operations and dealings with customers. Make a list of six types of legislation workers and their employers might have to comply with. Write a brief sentence explaining the object (or intent) of two of these types of legislation.

Q5. Write a brief paragraph about the circumstances under which you might choose to offer a customer an alternative product/ service as part of the problem resolution.

Q6. Describe the procedures you might follow to escalate a complaint or transfer the problem solution to someone else. (100 words)