Importance of Communication in Meeting Customer Needs

1. List at least 5 points that are important to ensure communication delivers on customer needs, expectations and priorities.  (5 marks)  
2. It is important that staff should deliver an outstanding customer experience at all times.  What are the specific behavioural competencies that this requires and how would this be measured?  (5 marks)  
3. Using information provided in Unit 2, it is important that an organisation continually improves.  How might an organisation collect information to facilitate this?  (3 marks)  
4. There are many laws that regulate the way businesses may provide service to a client.  Why is this important and what is your responsibility? (3 marks)  
5. Write a short guide regarding customer service that you would use, as a mortgage broker, to look after a customer.  Your guide should not be more than 5 pages (approximately 2,500 words) and should include the following points: (5 marks).   ï‚· Identify and clarify customer needs and expectations ï‚· Assess the urgency of the request  ï‚· Determine priorities for service delivery

1.    Five points that are important to ensure communications delivers on customer needs, expectations and priorities
•    Identify the customer needs and expectations by using appropriate interpersonal skills such as listening actively and asking relevant  questions.
•    Provide customers with the maximum amount of information to help them in making informed choices. This also helps to assess customer’s needs for agencies and hence knowing a customer’s priority.
•    Be aware of the limitations in addressing a customer’s needs and look for assistance from designated individuals.
•    Always communicate effectively to inform customers about the available choices for meeting their needs and also to help them choose other preferred options.
•    Prompt services are to be availed to customers to satisfy their identified needs and wants.
2.    Specific behavioral competencies that are required to deliver outstanding customer experiences and how this would be measured
•    Individual competencies, this involves personal qualities, such as flexibility, risk taking, independence and personal integrity.
•    Managerial competencies, this involves qualities brought out when a person is in-charge of other people. Such qualities