4.2 delivery of customer service

Question 1

Procedures for handling complaints

Answer 1

• Acknowledge the complaint
• Refer complaint to senior colleague if its serious; they handle the complaint.

Question 2

Handling customer enquiries

Answer 2

• product knowledge is important in delivering good service
• need to have good knowledge of products/services provided by organization
• customers more likely to buy products that are well explained
• e.g. directions, itineraries, information, recommendations

Question 3

• Making reservations
• Taking payments
• Customer care polices
• Having good product knowledge

Question 4

a customer care policy may include how to

Answer 4

• answer customer enquiries
• make reservations
• take payments
• handle complaints