Thank the customer and say goodbye politely Element 3: Make calls to place orders Identify self and state purpose of the call Enquire about availability, delivery times and dates and costs, as appropriate to terms and conditions Thank the supplier and say goodbye politely Element 4: Handle customer complaints Listen to the nature of the complaint Acknowledge details of the complaint Respond to the complaint explaining the process to be taken to deal with it and obtain the customer’s agreement to the process Take action within parameters of job role to resolve the complaint Refer the complaint to a supervisor if necessary Follow up by completing all necessary paper work Element 5: Make complaints Identify self and reason for calling State facts about a problem or situation State calmly how the problem or situation may be resolved Requests may include: Bookings services e.g. Babysitting, early morning wakeup calls General enquiries e.g. Bank opening times, directions. Orders may include: Food and beverage supplies Office supplies Promotional supplies Cleaning supplies. Bookings may include: Restaurant bookings Room bookings Travel and sightseeing tour bookings Taxi bookings. Customer’s details may include: Name contact number(s) and address Time and date of booking Any special requests. Respond to the complaint may include: Taking and recording details of the caller to enable to be returned Providing an apology when a mistake has been made Staying calm and polite even if the caller is angry and abusive
Complete the sentence with the correct question tag. a. is there Complete the sentence with the correct question tag. c. did you Put the for dealing with complaints in the correct order. 1. Apologise 2. Summarise the problem 3. Show you understand 4. Offer a solution 5. Apologise Choose the correct response to the complaint. b. I apologise madam. I will ask the chef to cook it again. Choose the correct response to the complaint. d. I’m sorry sir. I will send some to your room now. Write three things that you need on a customer complaint form. 1. Employee name 2. Complaint details 3. Time and date 4. Action taken 5. Follow-up required. Write three things you should do when phoning a supplier to make an order. 1. your name 2. your company name 3. your department 4. why you are calling. Who you complain to if your luggage was lost? c. Lost and department
Place a tick () in the column to reflect evidence obtained to determine Competency of the student for each Performance Criteria. Element & Performance Criteria Observation of skills 3rd Party Statement Oral Questions Written Questions Work Projects Other Element 1: Take general enquiries by phone Answer phone within stipulated number of rings Give appropriate greeting for the time of day State own name and/or company name Use clear diction Establish nature of enquiry Ask questions to establish customer’s needs Element 2: Respond to customer requests or orders Confirm customer’s requests or orders Check availability of bookings, if applicable Note customer’s details and ask customer to spell name and address, if appropriate Reconfirm details of bookings, requests or orders Thank the customer and say goodbye politely