Specific Behavioural Competencies - Determine Priorities for Service Delivery - Business Assignment Help

Assignment Task :

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. How might an organisation collect information to facilitate this?  

4. There are many laws that regulate the way businesses may provide service to a client. Why is this important and what is your responsibility? 

5. Write a guide regarding customer service that you would use, as a mortgage broker, to look after a customer. 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

6. Detail some clear recommendations on how to improve service delivery to prospective customers.  
7. Using information in Unit 11, before a mortgage broker attempts to handle an objection they must first determine what kind of objection they are dealing with. There are three common types of objections. List the three objections and provide a brief explanation of each one. 

8. Using information in Unit 12, there are four main personality types a mortgage broker may have to deal with. List the four types and provide a brief description
of each. 

9. Using information in Unit 12, there is a five point plan to successfully establishing networking, list the five prescribed methods.

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