UN 4 Customer Service

Question 1

Establish contact

Question 2

Greet customers

Question 3

Develop rapport with customers

Question 4

we expect to receive prompt

Question 5

further communication

Question 6

Every customer should be greeted promptly in a professional,
welcoming manner.

Question 7

acknowledgment

Question 8

Your organisation’s customer service policies outline how you are expected to behave

Question 9

be willing to help

Question 10

your voice must convey expression

Answer 10

tu voz debe transmitir expresión

Question 11

It is your responsibility to ensure you are aware of and work within such standards

Answer 11

Es su responsabilidad asegurarse de que conoce estas normas y de que trabaja de acuerdo con ellas.

Question 12

customer service charter

Answer 12

carta de servicio al cliente

Question 13

using company letterhead for all correspondence

Answer 13

utilizar el membrete de la empresa para toda la correspondencia

Question 14

processes for providing refunds

Answer 14

procedimientos de reembolso

Question 15

quality assurance principles and procedures

Answer 15

principios y procedimientos de garantía de calidad

Question 16

responding to comments or queries via social media

Answer 16

responder a comentarios o consultas a través de las redes sociales

Question 17

Enquiry

Answer 17

Consulta

Question 18

Legislation protects customers from unfair customer service practices

Answer 18

La legislación protege a los clientes de las prácticas desleales en el servicio de atención al cliente

Question 19

The legislation has been written to ensure people, including customers, are treated **fairly **and equally

Answer 19

La legislación se ha redactado para garantizar que las personas, incluidos los clientes, reciban un trato** justo** y equitativo.

Question 20

If you are dealing with the public, you should be aware of the requirement to be open and honest, and not to mislead customers by what you say or even by what you do not say.

Answer 20

Si trata con el público, debe ser consciente del requisito de ser abierto y honesto, y no engañar a los clientes con lo que dice o incluso con lo que no dice.

Question 21

You should ensure that your interactions, regardless of how that interaction happens, meets legislative requirements.

Answer 21

Debe asegurarse de que sus interacciones, independientemente de cómo se produzcan, cumplen los requisitos legislativos.

Question 22

**upholds **consumer product warranties and safety standards

Answer 22

mantiene las garantías y normas de seguridad de los productos de consumo

Question 23

defining how information collected may be disclosed

Answer 23

definir cómo puede divulgarse la información recogida

Question 24

All **customer-facing roles **require that you share information with your customers.

Answer 24

Todas las **funciones de cara **al cliente requieren que comparta información con sus clientes.

Question 25

information about your products and services (e.g. product range, pricing, warranty information, options, purchase or booking information)

Answer 25

información sobre sus productos y servicios (por ejemplo, gama de productos, precios, información sobre la garantía, opciones, información sobre compras o reservas)

Question 26

monies outstanding

Answer 26

dinero pendiente

Question 27

information are outlined below

Answer 27

información se indican a continuación

Question 28

Is the information accurate and current?

Answer 28

¿Es la información exacta y actual?

Question 29

Have you checked the source of the information to ensure it is reliable?

Answer 29

¿Ha comprobado la fuente de la información para asegurarse de que es fiable?

Question 30

travel warnings for the area and suggested insurance Alan may want to purchase

Answer 30

advertencias de viaje para la zona y seguros que Alan podría contratar

Question 31

Complete a Complaint enquiry sheet with ALL details

Answer 31

Rellene una hoja de reclamación con TODOS los detalles