NVQ Customer Service

[seadart]

Hi, I'm trying to get my few remaining brain cells around this question

Describe the agreed and recognised signs in customer behaviour in your organisation that indicates that your customer expects a particular action by you

Could someone explain what this means as to be honest it might as well be written in Latin for all the sense it makes to me.

Thanks in advance

Seadart

[buildersmate]

I guess most answerers are flummoxed by this also, judging by the singular lack of answers.
I can only summise that the question is seeking you to say that customers COMPLAINT, DEMAND or REQUEST action when they want a particualr action by you, depending on how strong their desire for action is. But that seems so blindingly obvious, it is stupid.
I suppose to get the bonus points for answering well done could then go on to state the methods by which which customers might do this - appear at the counter to complain in person, phone you up, write a letter, ask a solicitor to write to you, involve Trading Standards and so - but it is the use of the word 'behaviour' that seems obscure.

[Maydup]

I think the signs that the customer expects action could be:

I recognise they look lost and bewildered
They come to the counter and ask a question
They email me
They leave a comment on the website
They are standing in a queue that's too long, they get aggitated and i need to open another counter
If they were in a restaurant they might look around or at worse, click their fingers which indicates they expect an action
If it were a hospital they might get upset or look to be in pain.

Sorry if these aren't correct but are my best efforts!

[seadart]

Thanks for the replies it clears it up a lot, at first it just didn't make sense to me.