Task One:
1) Select an organisation familiar to you (your workplace or any other organisation), and provide the following information about the organisation:
a) A brief introduction to the organisation
b) Identify products or services produced by the organisation
c) Identify internal customers. Use examples
d) External customers
2) Select a service organisation and discuss the following:
a) How they provide a high standard of customer service to customers
b) Customer complaint handling methods
c) Discuss how service is being monitored and evaluated
d) Explain how monitoring and evaluating can improve customer service for the customer, the organisation and the employee
Task Two:
1) Assume you are a customer service staff, and briefly explain how you will handle the
following types of customers when providing service to them:
a) Aggressive customer
b) Talkative customer
c) A customer from a non-English speaking background, who has communication difficulties
2) Assume you are a customer service manager. What suggestions you will provide to a
newly recruited staff to effectively undertake the following tasks:
a) Making a phone call
b) Receiving a phone call