Communication and customer care Flashcards
list 11 ways in which a business can create a professional image
company image name of company logo slogan website stationery marketing material product packaging physical appearance environmental policies customer service policies
why is the name of a company important
used to identify the company
list 4 things a companies name should adhere to in order to be sucessful
- easy to remember
- tell about
- trademark
- easy meaning
- easy to be used in advertising
what is a slogan
short phrase communicating brands core values
what 3 things should a businesses website be
up to date / user friendly / well designed
what is marketing material
printed or digital material with info about a companys products
what is a companies environmental policies
written statement outlining a companies aims and principles with regards to managing the effect on the envirornment.
what is a customer service policy
statement to customer about levels of service to be expected
list 6 ways in which staff can contribute to a professional image
uniform dress code personal hygiene grooming interactions with customers communication skills
what is a dress code
written rules about what an employer may or may not wear
what is the name of the act that protects employement related concerns
basic conditions of employement act 75 of 1997
what is the basic conditions of employement act
applies to both employees and employers
protects both parties by outlining minimum working conditions
right to fair labour practices
list 7 things stated in a contract employement
employer and employee details employement details leave details uniform allowance travel benefits service ethics signatures
what is a code of conduct
set of rules that provide guidance to all staff on what is acceptable behaviour
describe the purpose of a COC
- what is expected of staff’s performance
- guidance on ethical challanges
- how to handle conflict
- level of professionalism expected in line with reputation of business
- provides customers with understanding of ethics of company.