Monitor and solve customer service problems

Outcome 1 Be able to solve immediate customer service problems

The learner can:

1. Respond positively to customer service problems following organisational guidelines

2. Solve customer service problems when they have sufficient authority

3. Work with others to solve customer service problems

4. Keep customers informed of the actions being taken

5. Check with customers that they are comfortable with the actions being taken

6. Solve problems with service systems and procedures that might affect customers before customers become aware of them

7. Inform managers and colleagues of the steps taken to solve specific problems.

Outcome 2 Be able to identify repeated customer service problems and options for solving them

The learner can:

1. Identify repeated customer service problems

2. Identify the options for dealing with a repeated customer service problem and consider the advantages and disadvantages of each option

3. Work with others to select the best option for solving a repeated customer service problem, balancing customer expectations with the needs of the organisation.

Outcome 3 Be able to take action to avoid the repetition of customer service problems

The learner can:

1. Obtain the approval of somebody with sufficient authority to change organisational guidelines in order to reduce the chance of a problem being repeated

2. Action their agreed solution

3. Keep their customers informed in a positive and clear manner of steps being taken to solve any service problems

4. Monitor the changes they have made and adjust them if appropriate

Outcome 4 Understand how to monitor and solve customer service problems

The learner can:

1. Describe organisational procedures and systems for dealing with customer service problems

2. Describe the organisational procedures and systems for identifying repeated customer service problems

3. Explain how the successful resolution of customer service problems contributes to customer loyalty with the external customer and improved working relationships with service partners or internal customers

4. Explain how to negotiate with and reassure customers while their problems are being solved.