UNIT 3: CUSTOMER SERVICE

UNIT 3: CUSTOMER SERVICE 

Customer ServiceJ/601/1790

 LO1 Understand customer service policies within business and services context
 Understand customer service policies within business and services contexts Policies: policies (structure, use, focus, customer requirements/expectations, product and service knowledge, consultation, confidentiality, customer perceptions and satisfaction, monitor customer service and satisfaction, influences affecting implementation, effective communication) Quality of service: methods of assessment; customer expectations; standardised procedures; codes of practice; staff levels (staffing levels, staff competency, flexibility, reliability and responsiveness) Evaluation: purpose; sources of feedback; accuracy; relevance; reliability; validity; methods of data collection; improvements; staff training and development Hospitality industry: industries within the hospitality industry eg hotels, restaurants, pubs, bars and nightclubs, contract food service providers, hospitality services, membership clubs, events


1.1 discuss reasons for using customer service policies


1.2 discuss the purpose of evaluating a customer service policy, indicating how this can assist future staff training and development

LO2 Understand the purpose of promoting a customer focused culture 


Understand the purpose of promoting a customer-focused culture Communication: types eg verbal, non-verbal body language, written; types of response; use; effect Customer: central role; customer service culture; identifying and analysing customer requirements and expectations; influences of service provision on customer perceptions Benefits of improved service: customer satisfaction, repeat business, improved reputation, increased profit



 2.1 evaluate different communication methods and how these are used to best effect



 2.2 analyse how customer perception is influenced by customer service provision 




LO3 Be able to investigate customer requirements and expectations Be able to investigate customer requirements and expectations Requirements: sources of information eg customers, staff, management, customer records, past information Primary research: primary research eg sampling, qualitative, quantitative; interview eg individual, group, survey, observation; contact methods eg mail, telephone, personal Secondary research: internal eg sales records, yield data, financial information, client databases; external eg government publications, trade journals, periodicals, professional associations, national organisations, commercial data Satisfaction levels: planning; strategy; assessment of options using researched information; role of the business and services manager; staffing levels; motivating staff; improvements



3.1 assess sources of information on customer requirements and satisfaction levels



 3.2 carry out research on customer requirements and satisfaction levels for a selected            business, suggesting potential improvements 



LO4 Be able to provide customer service within business and services contexts to meet required standards

Be able to provide customer service within business and services contexts to meet required standards Types of customers: different age groups eg the elderly, children; different cultural backgrounds; special needs eg physically disabled; satisfied; dissatisfied; under influence eg drugs, alcohol, medication Customer needs: customer needs eg products and services, urgent, non-urgent, special requirements, quality of service, value for money, cultural, social; trends eg fashion, ergonomic, equipment, training, products and services, consumer protection legislation Customer service: consultation; advice; personal selling; complaints procedure; reception skills; confidentialityunit 17 community development work


 4.1 deliver customer service in a business and service environment

 4.2 review own performance in the delivery of customer service and make                                recommendations for improvement












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