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Unit Title: Resolve customers’ problems
You must be able to:
1 Understand the monitoring and resolution of customers’ problems
1.1 Assess the suitability of a range of techniques for monitoring customer problems
1.2 Explain how to use the resolution of customers’ problems to improve products and/or services1.3 Explain how the successful resolution of customers’ problems contributes to customer loyalty and enhanced business performance1.4 Explain the features of negotiating techniques used to resolve customers’ problems
2 Be able to deal with customers’ problems
2.1 Confirm the nature and cause of customers’ problems2.2 Explain when customers’ problems should be treated as complaints2.3 Explain the benefits to customers and the organisation of the options available to solve problems2.4 Explain the drawbacks to customers and the organisation of the options available to solve problems2.5 Explain to customers the options for resolving their problems2.6 Agree solutions that meet customers’ and organisational requirements within their own levels of authority2.7 Inform colleagues of the nature of problems and actions taken2.8 Evaluate the effectiveness of the resolution of customers’ problems2.9 Adhere to organisational policies and procedures, legal and ethical requirements when dealing with customers’ problems