Customer Service

megan.coles2
Mind Map by megan.coles2, updated more than 1 year ago
megan.coles2
Created by megan.coles2 almost 5 years ago
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Description

different areas to consider in customer service
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Resource summary

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