Procedures for handling enquiries, complaints, emergencies

Customer Care & Working Procedures

1. Handling Enquiries 🤔

An enquiry is like a question you ask a friend about a new game. Think of it as a “starter kit” – you need to gather the right information before you can help.

Step Action
1 Listen carefully – give the person your full attention.
2 Ask clarifying questions – “Can you tell me more about…?”
3 Provide the information – use simple, clear language.
4 Confirm understanding – “Does that answer your question?”
5 Follow up if needed – send an email or a quick message.

2. Handling Complaints 😠

A complaint is like a teammate shouting “I’m not happy!” – you need to calm the situation and fix the problem.

Step Action
1 Acknowledge the issue – “I’m sorry you’re upset.”
2 Apologise sincerely – “We didn’t meet your expectations.”
3 Investigate – gather facts, check records, talk to relevant staff.
4 Resolve – offer a solution, refund, or alternative.
5 Document – record the complaint and the outcome for future reference.

3. Handling Emergencies 🚨

An emergency is like a sudden fire alarm – you must act fast and stay calm.

Step Action
1 Stay calm – breathe and think clearly.
2 Assess the situation – check for injuries, hazards.
3 Call for help – emergency services or supervisor.
4 Provide first aid – basic CPR, bandage, or move to safety.
5 Record – note what happened, actions taken, and follow‑up needed.

Exam Tips 📚

Tip Why It Helps
Use clear, concise language. Shows you understand the procedure.
Include emojis or analogies sparingly. Makes your answer engaging but not distracting.
Structure your answer with headings. Helps examiners follow your logic.
Show the sequence of steps. Demonstrates you can plan and organise.

Revision

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