Customer Service

Description

different areas to consider in customer service
megan.coles2
Mind Map by megan.coles2, updated more than 1 year ago
megan.coles2
Created by megan.coles2 over 8 years ago
37
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Resource summary

Customer Service
  1. Personal Presentation
    1. Neat and tidy hair, minimal jewellery
    2. Communication
      1. Listening, helpful, being polite, attitude, tone of voice, clarification/verifying the message
      2. Body Language
        1. Eye contact, demeanour, Facial expressions, tone office, attentive, posture
        2. Complaints
          1. Resolution, problem solving, feedback, stay neutral, keep calm, demonstrate empathy
          2. Cultural Awareness
            1. Language barriers, eye contact, age, language (choice of words), sensitive to other religions
            2. Legislation
              1. Organisational policies, privacy act, financial services act, WWCC
              2. Different methods of interactions
                1. Face to face, telephone, email, live chat
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