4.1 Describe organisational procedures for unexpected situations and your role within them When unexpected situation arise, we need to ensure that we stay calm and work at a steady pace to ensure that we are making no further errors. If customers are complaining regarding something, we ensure that they are not left holding on the phone for us to resolve a situation we will ring them back. If any major issues arise we need to make our Manager aware. We need to ensure that we evaluate what has happened, why and how we can prevent the issue from happening in future, ensuring that we offer a valuable conclusion to the customer. 4.2 Describe resource implications in times of staff sickness and holiday periods and your responsibility at these
• When you’re in a one-on-one situation with an employee, ask him how things are going. This question is a quick, unassuming one that opens the door for a more in-depth conversation. If he gives you a one-word answer, like, “Fine,” continue to ask open-ended questions • Allows employees
At this situation, you must bear in mind the business ethics which can lead you to the correct direction. Moreover, if you accept the request once before, the professor would demand more often and by now, if you deny or ignore them, they may threaten you by attempt to fire you. Hence, you might suffer from tension and depression and will decrease the productivity during working hours. As in today’s business environment, sexual harassment in workplace is getting more common. The manager and supervisor of the company must be a role model and must pay full attention for their employees to prevent any harassment happen.
Does the employee know that he/she is having a poor performance? Sometimes, the manager chooses to avoid telling a specific employee about his/her bad performance, they either fail to take any action to inform the employees or choose to do nothing. It is obviously better to tell someone if they were not doing well otherwise they would assume nothing is wrong and continue to do what they’re
When speaking to a customer who is upset or angry, you should remain calm and ensure that the instructions you give them are completely understood in order to avoid further confusion. If you started talking to an upset customer in a complex manner, and they didn't understand, then they would probably get even more upset and angry. So it’s important that you always adapt your communication when speaking to different types of people. When knowing your audience it eliminates your options. Unit 222 (1.3) Explain the importance of using correct: a.
What would you do if you know a customer calls you for a reason not related to sales? (select only one) a- Usually not take any calls, after your job is finished b- Always pick up the calls and be ready to resolve any queries c- Guide him to the right person in the organization 13. What would you do if your know customer calls you for a product doesn’t exist in ZG product list? (select only one) a- I tell my customer that ZG doesn’t supply the product b- b- I try to direct him/her to the similar product that could be used instead c- I guide my customer for the product even though we don’t supply because I want to make sure it would solve my customer problem. 14.Do you think it's important to be the first contact person for the customer, even after the project is completed?
Once, I made an order and was given a wrong drink. I told about that and barista instead of arguing with me made my order extremely fast without loosing quality and apologized for inconvenience. Lesson 4. Pay attention to the details – your customers do. Any organization that provides service has to be clear.
But the manager want you to take it and you have to do it Least effective work scenario < when the customer requested you to take care of her but your manager want to give it to his friend because he knew that they always tips good. This is least effective because the customer have the power to request who they want to take care of them over the
The customer truly isn’t interested. Try to determine what you potential client is really concerned about. Get as clear as you can on the reason to object or indecisiveness. But, always remember not to push past the prospect’s point of comfort because there comes a certain point where ‘no’ means ‘NO’. To Recovery Addressing common sales objections will help you to either disqualify a lead from being a sure fit or simply close the deal.
The simplest complaints that arise from a mere misunderstanding are taken care of first to create an impression of concern and build the confidence of the junior staff members in the present leadership structure. Once I build their trust, it would be easier to convince them to discuss the problems affecting their productivity openly once an interactive atmosphere is created between the employees and the management. I would also work on fixing the most urgent problems especially those touching on a large number of people