Lesson 2 Workbook - Consistent and Reliable Customer Service PDF

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Guidance notes itll help with your essays and stuff! would recommend going through this and all the rest....

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Lesson 2 (P2) Characteristics of consistent and reliable customer serivce. Define what is meant by ‘customer service’

Define what is meant by ‘customer satisfaction’

Task: Selecting one of the 2 businesses you worked on last lesson (Sandwell College and a Hotel), identify an example of each technique for the business. Technique: Providing reliable products and services. Providing information and advice.

Dealing with problems through after sales service. Providing value for money.

Providing accuracy, reliability and speed of service. Providing extra services such as free delivery.

Example from selected business:

P2 - Consistent and reliable customer service: Provide a definition:

Staff Knowledge of products and services:

Staff knowledge of scope of their job role:

Staff attitude and behaviour

Meeting specific customer needs:

Working under pressure:

Confirming service meets needs and expectations:

Dealing with problems:

Explain using examples why it is important in delivering consistent & reliable customer service.

Using examples, explain how it can benefit 2 different business organisations

M1 – compare how two selected businesses satisfy customers: Similarities Providing reliable products/services

Providing extra customer service facilities

Providing accuracy, reliability and speed of service

Providing value for money

Providing information and advice

Dealing with problems

Differences

Providing reliable products/services...