Business
- First impressions in customer service are important as they set the tone for the entire interaction with the customers. If the first interaction with the customer is a bad experience, the customer may choose to try competitor product or service. If the first impression is good, the customer may choose to stay with the company. The customers usually take first few seconds to develop an impression about a company or a product, therefore first impression is critical for customer service.
- The different groups from which customers can come from include cultural groups, ethnic groups and minority groups.
- True
- True
- Customer needs should be promptly dealt with as customers are the most important for the success of the organization and identification and satisfaction of customer needs leads to greater customer loyalty that means repeat sales and higher profits.
- It is essential to build relationships that are based on honesty, openness and effective communication as these help to build trust and overcome the personal barriers. Effective communication helps in developing positive relationships and also helps to increase productivity through better coordination and cooperation.
- Five tips for building positive workplace relationships:
- Understand organizational values and culture so as to perform tasks for the betterment of the organization.
- One should be flexible and responsive towards the work culture and work schedule.
- One should comply with the organizational policies and procedures to ensure discipline at work.
- It is important to work in a team towards the achievement of organizational goals and objectives.
- Clear communication is the most important tool for maintaining positive relationships at workplace.
- a) Feedback is a communication method to inform people about their progress and if they managed to perform according to one’s expectations and parameters.
b) Feedback is of high importance in the workplace. Giving feedback and getting feedback, both are important in workplace. Giving feedback helps in the development of the other employees and also helps in the assessment of the performance of the other employees. Getting feedback helps workers to improve their performance and identify their shortcomings.
9. True
10. False
11. a) Open door approach is one in which the manager informs his staff that the door is always open. For the open door approach, the manager needs to be always approachable, well organized with meeting schedules, interested in people and should have effective verbal and non-verbal communication.
b) Two ways to make open door approach successful: 1. Manager should clearly communicate with the team members.
2. Manager should be receptive to ideas and feedback from other employees.
12. b) Feed forward approach
13. a) A policy is a rule set by the organization that has to be followed by all members of the organization.
b) One place where policies are found in workplace include HR department.
c) Three policies found in workplace include:
1. Anti-discrimination policy
2. Anti-harassment policy
3. WHS policies, procedures and programs
14. It is important to understand goals and objectives of your workplace as they help the employees in understanding where the organization is heading in the future. By developing an understanding of the goals and objectives of the workplace, employees can better tune themselves towards the policies and procedures of workplace.
15. Four Rights as an employee:
a) The right to work for maximum 38 hours per week and reasonable additional hours.
b) The right to up to five weeks’ notice of termination and up to 16 weeks’ severance pay on redundancy based on the length of the service.
c) The right for a paid off on a public holiday except when reasonably asked to work.
d) The right to 4 weeks of paid leaver per year and additional week for certain shift workers types.
Four policies as an employee:
16. An employer has the right to dismiss an employee under three conditions:
a) if an employee is negligent, careless or cause accident.
b) if an employee commits a criminal offense.
c) if an employee commits an act of disloyalty such as revealing confidential information.
17. Diversity in the workplace refers to diverse cultural background, gender, age, languages, ethnicity, sexual orientation, religious beliefs, mental ability, interpersonal styles, and political beliefs and a recognition of the differences that may exist between the employees from various backgrounds.
18. Four ways to avoid or overcome verbal barriers:
a) Speak slowly and clearly.
b) Use simple words and sentences.
c) Avoid jargons and complex terms.
d) Repeat or paraphrase to avoid confusion.
19. d) All of the above
