Customer Service and Specific Needs Flashcards

Flashcards about customer service and specific needs.

Why are customer complaints important?

To help the business identify areas for improvement.

What are the steps to handle a customer complaint?

Active listening, Empathize, Establish solutions, Take action.

What are some examples of customer special needs?

Physical or mental disability, cultural diversity.

What are some examples of specific customer needs?

Visual, hearing, speech, or mental impairment, mobility difficulties.

How to deliver quality service to people from a variety of cultural backgrounds or those who speak English as a second language?

Speak clearly, listen carefully, observe body language, use short sentences, avoid jargon.

What are some examples of anti-discrimination legislation?

Racial Discrimination Act 1975, Age Discrimination Act 2004, Disability Discrimination Act 1992, Sex Discrimination Act 1984, Human Rights and Equal Opportunity Commission Act 1986.

What adjustments can be made for wheelchair users or those with mobility impairments?

Sit to be at eye level, speak directly to the customer, ask if assistance is needed, adjust walking pace.

What adjustments can be made for visually impaired persons?

Greet and identify yourself, offer to help carry items, describe items, advise when moving.

What adjustments can be made for people with understanding/learning impairment (includes language difficulties)?

Speak clearly and naturally, avoid complex sentences or slang, be supportive, use documentation if different language.

What adjustments can be made for hearing impaired people?

Look directly at the person, speak clearly and naturally, use sign language or printed material.

What adjustments can be made for speech impaired people?

Speak slowly and clearly, use alternative communication methods like writing or pictures, be patient and give them time to respond.