Communication and customer care Flashcards

1
Q

list 11 ways in which a business can create a professional image

A
company image 
name of company 
logo 
slogan 
website 
stationery 
marketing material 
product packaging 
physical appearance 
environmental policies 
customer service policies
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

why is the name of a company important

A

used to identify the company

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

list 4 things a companies name should adhere to in order to be sucessful

A
  • easy to remember
  • tell about
  • trademark
  • easy meaning
  • easy to be used in advertising
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

what is a slogan

A

short phrase communicating brands core values

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

what 3 things should a businesses website be

A

up to date / user friendly / well designed

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

what is marketing material

A

printed or digital material with info about a companys products

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

what is a companies environmental policies

A

written statement outlining a companies aims and principles with regards to managing the effect on the envirornment.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

what is a customer service policy

A

statement to customer about levels of service to be expected

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

list 6 ways in which staff can contribute to a professional image

A
uniform 
dress code 
personal hygiene 
grooming 
interactions with customers
communication skills
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

what is a dress code

A

written rules about what an employer may or may not wear

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

what is the name of the act that protects employement related concerns

A

basic conditions of employement act 75 of 1997

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

what is the basic conditions of employement act

A

applies to both employees and employers
protects both parties by outlining minimum working conditions
right to fair labour practices

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

list 7 things stated in a contract employement

A
employer and employee details 
employement details 
leave details 
uniform allowance 
travel benefits 
service ethics 
signatures
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

what is a code of conduct

A

set of rules that provide guidance to all staff on what is acceptable behaviour

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

describe the purpose of a COC

A
  • 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.
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

what is the value of a COC

A
  • creates a co-operative and collaborative atmosphere
  • prpmotes integrity
  • sets out what is important to a business
  • how staff should behave
  • supports brand statement and proejcts image of a company