BSBCUS402; Topic One Learning Checkpoint

• Always acknowledge the customer at the first available opportunity.

• Don’t give the customer any reason to think they are not your number one priority.

• Make eye contact with the customer if meeting them face to face.

• Move close enough to the customer to engage in a comfortable conversation.

• Speak politely and clearly to the customer; avoid jargon or language they may not understand.

• Answer the customer’s questions as clearly and directly as possible.

• Allow the customer adequate time to explain their needs.

• Listen carefully to what the customer is telling you.

• Don’t make unrealistic promises to the customer.

• Try to establish some kind of connection with the customer to build the relationship

• Answer the phone as quickly as possible.

  Greet the customer.

• Introduce yourself and the organisation.

• Speak clearly and slowly.

• Allow the customer to explain their needs.

• Ask questions where necessary.

• Make a record of the call.

• Follow up as needed.

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