View Unit : Customer Care in ICT

Describe the uses of interpersonal communication techniques such as:

• verbal (e.g. intonation, tone and feedback (sometimes referred to as verbal attends)) and non-verbal techniques (e.g. smiling while talking on the phone, body language).

• attentive listening (i.e. difference between hearing and listening).

• positive and negative language.

• active listening (e.g. summarising, paraphrasing, body language);

• listening barriers (e.g. background noise, distractions, lack of concentration);

• types of question (e.g. open, closed and probing).

Describe the relevant parts of the organisational requirements for customer care including;

• customer service procedures (e.g. how to log customer information, how to initiate service calls, how to complete a sale);

• authorisation procedures (e.g. how to confirm caller identity, how to validate requests);

• escalation, resolution and complaint handling;

• quality assurance procedures;

• compliance with relevant legislation and regulations (e.g. data protection, financial services);

• maintenance and communication of organisational brand or image;

• organisational aims and objectives

Describe what the implications of customer satisfaction are

• customer retention;

• working relationships

Describe the relevant methods of measuring customer satisfaction levels such as

• predefined formal feedback

• unsolicited feedback;

• anecdotal feedback

Comply with organisational requirements

Communicate interpersonally on familiar subjects such as:

• following organisational guidelines and procedures

• articulating and expressing ideas clearly and concisely

• listening actively (e.g. by taking notes)

• clarifying and confirming understanding (e.g. by paraphrasing or repetition).

• responding to questions with accurate information

• ensuring content is appropriate to the needs of the audience

• identifying and avoiding listening barriers

• maintaining focus on the purpose of the communication

Providing customer interaction such as;

• focuses on addressing customer needs

• interacts in a sensitive and helpful manner with the customer.

• responds to customer requests on time, accurately, pleasantly and professionally

• builds a trusting relationship with the customer

• keeps self and customer focused

• maintains consistent communication style

Provide service delivery such as;

• recognising own limitations;

• escalating customer issues following organisational requirements

• meets own commitments to customers;

• follows up customer problems and issues

Handle complaints from customers such as;

• using probing questions;

• displaying patience and understanding with demanding or emotional customers

Gather specified customer satisfaction information