Lesson 1, Topic 1
In Progress

4.1. Handle queries

ryanrori January 21, 2021

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Recognise and deal with customer complaints, queries and problems

This career unit requires you to provide effective customer service. Customers may ask different questions and request special treatment. You may be able to help them yourself or involve a colleague or specialist. Some customers may be dissatisfied with the service and may present a problem. Your job is to recognise that there is a problem and make sure that the appropriate person deals with it.

Skills needed to deal with customer queries, requests and problems

This career unit requires you to possess the following skills:

Recognise and deal with customer queries and requests

  • Deal with queries and requests from customers in a positive and professional way
  • Seek information or help from a colleague if you cannot answer your customer’s query or request
  • Obtain help from a colleague if you are not able to deal with your customer’s request
  • Always tell your customer what is happening.

Recognise and deal with customer problems

  • Recognise when something is a problem from the customer’s point of view
  • Do not say or do anything which may make the problem worse
  • Deal with a difficult customer calmly and confidently
  • Recognise when to pass a problem on to an appropriate colleague
  • Pass the problem on to your colleague with the appropriate information
  • Check that the customer knows what is happening
  • Check that your colleague is dealing with the situation.

Knowledge and understanding needed to deal with customer queries, requests and problems

This career unit requires you to know and understand:

  • Limits of what they are allowed to do
  • What professional behaviour is
  • How to speak to people who are dissatisfied
  • How to deal with difficult people
  • What customers normally expect
  • How to recognise a problem from what a customer says or does
  • What kinds of behaviours/actions would make situations worse
  • The organisational procedures you must follow when you deal with problems or complaints
  • Understand the types of behaviour that makes a problem worse.