FNS40815 - 5 Points That Are Important to Ensure Communication Delivers on Customer Needs - Finance Assignment Help

Assignment Task

TASK
Please answer the questions below. You should write or type your answers into a separate document. You must provide an answer to each question.
In some cases we will give you a reference to the unit in which you will find the information you require. In some cases you may need to rely on your understanding from what you have learned from the overall course content, or undertake a search on the internet.
The questions will also be used to assess your language and literacy skills. The assessor will check all your exercises and assignments to ensure
- that they are accurate with correct grammar and punctuation
- that they are appropriate to the target audience.
- that they show planning and organisational skills.
- that they demonstrate your ability to search for products and service information and use problem solving approaches to identify customer needs and expectations.

QUESTIONS
1. List at least 5 points that are important to ensure communication delivers on customer needs, expectations and priorities.
2. It is important that staff should deliver an outstanding customer experience at all times. What are the specific behavioural competencies that this requires and how would this be measured?
3. Using information provided in Unit 2, it is important that an organisation continually improves. Explain at least 5 ways that an organisation may collect information to facilitate this?
4. There are laws and legislation that regulate the way businesses may provide service to a client. A) Name some of these legislations B) Why is this important and C) What is your responsibility?

5. Write a guide regarding customer service that you would use, as a mortgage broker, to look after a customer. You may wish to write it with a new staff member in mind that you want to train to high standards. Your guide should be a minimum of 3 typed pages and must include the following points:
• Identify and clarify customer needs and expectations
• Assess the urgency of the request
• Determine priorities for service delivery
• Inform the customer of possible choices
• Assist in the selection of the preferred option
• Address what action you would take if you were unable to satisfy the customer need
• Seek appropriate assistance where appropriate
• Provide prompt service to customers
• Establish and maintain rapport with customers
• What action might be taken if there was a complaint
• Provide assistance should there be a specific need
• Propose cross-selling opportunities that may be apparent
• Seek customer feedback
• Review customer satisfaction
• Use feedback to improve customer service

6. Detail at least 2 recommendations on how you could improve and monitor your service delivery to prospective customers.

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