Lesson 54

Exercise 6: WHAT THE CUSTOMER EXPECTS….

You must achieve the Outcomes below to be assessed as competent in Exercise 6.

A Customer is any person or organization that is paying for your products or services. Customers might include the company that pays your wages, the owner of a car you are working on, employees at the dealer you are visiting, your own manager.

List 5 of your customers below:

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Read the following before answering the questions that follow:

Good quality work must be backed up with good customer service to ensure that the customer is always satisfied.

Poor quality of work = unhappy customer

Poor customer service = unhappy customer

An unhappy customer is usually a lost customer.

A lost customer will tell his colleagues, friends and family about it = many lost customers!!

Good customer service can be achieved by applying the following five rules:

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From each of the 5 Rules of good Customer Service, choose one of the actions which you think is the most important, and underline it.

Feel Positively about Customers

(Select one below)

1. Listen carefully and treat customers with respect

2. Show appreciation and thank the customer

3. Always greet the customer

Ask for Customer Feedback

(Select one below)

1. Ask the customer for feedback on the job you have just done

2. Ask for customer comments on service

Try to solve to Customer Problems

(Select one below)

1. Offer assistance and solutions to customer problems

2. Follow up on problems timeously

Develop Repeat Customers

(Select one below)

1. Keep the working relationship positive

2. Contact the customer again