Unit 221Develop customer relationships (Optional)

Activity 1: Excellent customer service

This activity covers the following PLTS: IE, CT1, CT6

Candidates should be able to select three of the items from the (maybe drop down) list for each statement in column 1. The answer table shows the possible correct selections for each.

Select three things you must do in order to achieve the statement in column 1.Some answers will appear more than once.

To.. / You must ..
establish customer needs /
  • be assertive
  • be forthright
  • be knowledgeable
  • be positive and polite
  • be professional
  • build a rapport
  • ensure they are satisfied
  • establish their needs
  • keep calm
  • keep the needs of the organisation in mind
  • listen to them
  • make a compromise
  • make an extra gesture to delight them
  • meet all of their needs
  • not react
  • observe body language
  • provide consistent service
  • reach an agreement
  • recognise any concerns or doubts they may have
  • sometimes say ‘no’
  • take an interest in them
  • treat them as individuals
  • use positive body language
  • use questioning techniques

build rapport
balance needs of the organisation and customer
exceed customer expectations
be professional
meet customer expectations
handle a complaint
calm an angry customer
be assertive
encourage customer loyalty

Answers

To.. / You must ..
establish customer needs /
  • use questioning techniques
  • observe body language
  • listen to them

build rapport /
  • establish their needs
  • recognise any concerns or doubts they may have
  • meet all of their needs
  • treat them as individuals
  • ensure theyare satisfied

balance needs of the organisation and customer /
  • sometimes say ‘no’
  • reach an agreement
  • make a compromise
  • be assertive

exceed customer expectations /
  • meet all of their needs
  • take an interest in them
  • make an extra gesture to delight them

be professional /
  • be knowledgeable
  • keep the needs of the organisation in mind
  • provide consistent service
  • be positive and polite

meet customer expectations /
  • meet all of their needs
  • be professional
  • ensure they are satisfied
  • be knowledgeable

handle a complaint /
  • use questioning techniques
  • keep calm
  • recognise any concerns or doubts they may have
  • reach an agreement

calm an angry customer /
  • keep calm
  • not react
  • use positive body language

be assertive /
  • sometimes say ‘no’
  • be positive and polite
  • be forthright

encourage customer loyalty /
  • build a rapport
  • take an interest in them
  • make an extra gesture to delight them
  • meet all of their needs
  • treat them as individuals
  • ensure they are satisfied