Respond to

customer needs
and enquiries in
an automotive
workplace

AURACA101
CHAPTER 1: Greet customer according to workplace
IDENTIFY procedures and customer service
standards
CUSTOMER
NEED OR Identify and clarify customer
requirement relating to specific product
ENQUIRY or service

REGARDING Provide referrals to personnel where

PRODUCT OR customer need or enquiry is outside
scope of own responsibility or authority

SERVICE in line with workplace procedures

1.1 Greet A first impression is a lasting
customer impression.
according
to
Properly greeting customers can
workplace
make the difference between
procedure
repeat sales and one-time sales.
s and
customer Customers are vital to your
service success, and without them, your
standards business won't survive.
Steps to have a good impression on
your customers
Acknowledge
Smile Build rapport Ask questions
the presence

Avoid the
Positive Dress Train your
canned
attitude professionally. employees
greeting

Acknowledge
Get the
Be sincere past
person’s name
customers
1.2 Identify and clarify customer requirement
relating to specific product or service

Customer needs are It is necessary to

described as the understand the
main factors that factors behind their
cause the purchase decision-making to
of your product or recognise the needs
service. of the consumer.
 • Identify – Follow customer needs analysis
via surveys, interviews, focus groups, or
Four social listening.
simple • Distribute – Once identified the needs. You
steps to can distribute it across the right teams and
meet departments.
customer • Create – Tailor product features, create
needs detailed content that speaks about customer
needs.
successful
• Collect – Obtain customer feedback regularly
ly to learn how your efforts meet their
expectations.
Main factors to research the purchasing
decisions of the customers

Customer Focus
Surveys
interviews groups
 • Effective referral starts with the skills and
1.3 Provide attitudes of staff
referrals to • Includes empathy and respect for the client,
personnel a non-judgemental attitude and sensitivity to
where customer cultural needs.
need or enquiry
is outside scope • Staff should acknowledge and address the
of own client’s most pressing needs and concerns
responsibility or • Safety issues need to be identified and
authority in line
addressed
with workplace
procedures • Referrals should not compromise client
safety.
 Passive referral

Facilitated referral

Different
types of Active referral

referrals Cold referral

Warm referral
 • Provide information that addresses
customer need or enquiry in a timely,
efficient and courteous manner to
build a positive relationship and
CHAPTER 2: customer loyalty
PROVIDE • Ask questions to confirm that
INFORMATION information satisfies customer need or
AND ADVICE enquiry
TO THE • Identify outstanding customer
CUSTOMER requirements and address promptly in
a courteous and discreet manner, or
refer to personnel in line with
workplace procedures
2.1 Provide
information that What Does Timely Customer Service Mean?
addresses
customer need • Timely customer service means to provide
or enquiry in a support to customers in an opportune
timely, efficient manner.
and courteous
• Responding to customer requests on time as
manner to build
a positive well as resolving customer issues in a timely
relationship and fashion is an extremely part of customer
customer loyalty service.
 Reputation
The
Benefits
of Loyalty
Timely
Custome
r Service Word-of-Mouth
Advertising
2.2 Ask Every good or service is made for its
questions to customers. It is generated either to solve
their problems or to meet their needs.
confirm that Your product or service revolves around
information your customers and their experience, and
every day you make a great deal of effort
satisfies to provide them with a positive
experience.
customer Delighted consumers are going to be the
need or most significant promoters, there is no
denying that.
enquiry
 The customer satisfaction surveys
Why are important because of the following
customer reasons as they help us to:
• Find out what you’re doing well
satisfaction
• Find out what you could improve on
surveys so • Come up with new ideas
important? • Prove you care
How to Here are some of the types of
questions you could focus on:
conduct a
customer • Product usage
satisfaction • Demographics
survey?
• Satisfaction scale

• Open text

• Longevity
Demograp
hics
questions
that you • How old are you?
should • Where are you located?
consider in • What is your employment status?
your
survey
2.3 Identify outstanding customer requirements and
address promptly in a courteous and discreet manner,
or refer to personnel in line with workplace procedures

Customer Needs Identification

• It is the method of deciding what and how the consumer wants the
product to do.
• Customer requirements are non-technical and represent the customer’s
understanding of the product, not the actual design specifications,
although they are very closely related.
Major
goals of • To keep the product focused on customer
needs
customer • To identify not just the explicit needs of the
needs customer, but also the latent needs
identifica
tion
Steps to address customer’s needs

Decide on Decide on client service standards

Measure Measure client delivery success

Ask Ask your customers what they want

Measure Measure your service standards

 Seek customer feedback about product or service and
CHAPTE record as required according to workplace procedures.
R 3:
FINALISE Complete follow-up action effectively according to
workplace procedures and timeframes
CUSTOM
ER Address customer complaints or dissatisfaction or
CONTAC escalate to personnel according to workplace procedures.

T Conclude interaction with customer in line with

workplace procedures and customer service standards.
3.1 Seek What is customer feedback?
customer
• Customer feedback is information received by clients
feedback
as to whether they are pleased or disappointed with
about product
the product or service.
or service and
record as • Their feedback is a tool for optimising customer
required service and adapting your behaviour to their needs.
according to • Never stop listening to input from the consumer,
workplace whether it is constructive or negative, prompted, or
procedures unprompted.
 1. Customer feedback helps improve products and services

2. Customer feedback helps you measure customer satisfaction

Benefits of 3. Collecting customer feedback shows you value their opinions

customer 4. Customer feedback helps you create the best customer experience

feedback 5. Customer feedback helps to improve customer retention

6. Customer feedback is a reliable source for information to other

consumers

7. Customer feedback gives you data that helps taking business

decisions
 Visibility and accessibility
Elements
of the Responsiveness
feedback
manage Assessment and investigation
ment
process Response to feedback

Improvement focused
Procedure to record and handle the complaints

Record details Discuss options

Listen to the
of the Get all the facts for fixing the
complaint
complaint problem

Keep your Follow up

Act quickly
promises
3.2
Complete • Always follow-up with your customer to ensure
follow-up
action that they’re happy
effectively • Make sure that you took care of their concern in a
according
manner they’re entirely satisfied with.
to
workplace • Your customers are your livelihood, so you must
procedures
ensure that they are happy with your service.
and
timeframes
Quality and service are
paramount
• The customer does not care why the situation has arisen and does not
want to hear any excuses.

• They want action, whether it is a quality product or excellent service.

• If these cannot be solved, they will go to an organisation who can

provide what they need without burying them with its own problems.
3.3 Address
customer
complaints or Addressing Complaints
dissatisfactio • Everyone in the business that deals with the public
n or escalate must be professionally educated in the art of
managing consumer complaints.
to personnel • They should learn how to interpret the customer’s
according to concern by listening effectively.
workplace • Customer complaints are also an indication that
procedures there is a difference in what customers expect and
what you offer.
 Has this happened before?

Have the complaints been

Questions to recorded?

analyse How often does the same complaint

customer arise?

complaints Is there a pattern to this complaint

in how it was received?

Has the same customer reported

this previously?
5-step process for handling
customer complaints

• Step 1: Dig deeper by asking the right questions

• Step 2: Identify the type of customer you’re dealing with
• Step 3: Respond to the customer quickly
• Step 4: Present a solution, and verify that the problem is solved
• Step 5: Log the complaint so you can track trends
3.4 Conclude
interaction with
End to end customer
customer in line experience
with workplace
procedures and It is the set of interactions
customer between customers and an
service organisation throughout the
duration of their
standards relationship.
3 elements Customer The customer
of end to contact points journey
end
customer Customer
experience experience
environments
Any Questions?