Hand book customer service Essay

Policies policies (structure, use, focus, customer requirements/expectations, product and expediency knowledge, extension, confidentiality, customer perceptions and satisfaction, monitor customer attend to and satisfaction, beguiles affecting implementation, effective communication) whole tone of dish methods of assessment customer expectations standardised procedures codes of practice round levels (staffing levels, staff competency, flexibility, reliability and responsiveness)Evaluation purpose sources of feedback accuracy relevance reliability daring 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 service, membership clubs, events2. Understand the purpose of promoting a customer-focuse culture colloquy types eg verbal, non-verbal body language, written types of response use effectCustomer comm utation role customer service culture identifying and analysing customer requirements and expectations influences of service readiness on customer perceptionsBenefits of amend service customer satisfaction, repeat parentage, improved reputation, increased profit 3. Be adapted to investigate customer requirements and expectations Requirements sources of study eg customers, staff, pick outment, customer records, past instructionModule HandbookC. UgojiSept, 2013Page 2 unit HandbookUnit 4 The Customer Service primary research primary research eg sampling, qualitative, quantitative interview eg individual, group, survey, observation sink in methods eg mail, telephone, personalSecondary research internal eg sales records, yield data, financial information, client databases external eg government publications, trade journals, periodicals, professional associations, national organisations, commercial-grade data Satisfaction levels planning strategy assessment of options using researched information role of the business and services manager staffing levels motivating staff improvements4. 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 particular needs eg physically disabled satisfied dissatisfied under influence eg drugs, alcohol, medicationCustomer needs customer needs eg products and services, urgent, non-urgent, special requirements, feature of service, value for money, cultural, social trends eg fashion, ergonomic, equipment, training, products and services, consumer protection legislationCustomer service consultation advice personal selling complaints procedure reception skills confidentialityLearning OutcomesTo achieve this whole leaner must1. Understand customer service policies within business and services contexts2. Understand the purpose of promoting a customer-focused culture3. Be able to inv estigate customer requirements and expectations 4. Be able to provide customer service within business and services contexts to meet required standards.Teaching strategies usedFollowing are the different teaching and learning strategies, a interpretation of how they work, where they get hold of been applied, results, and where to find more information from individuals, books, web sites, and other resources. grumble NotesThe most basic way of supporting teaching in this mental faculty a place for school-age childs to gate shoot the breeze notes. The main advantages are lessening in the amount of college Module HandbookC. UgojiSept, 2013Page 3Unit HandbookUnit 4 The Customer Servicephotocopying and students can overture notes prior to lecture and prepare themselves.Presenting LecturesDisplaying these lecture notes with the addition of projectors using effect point exhibit slides to visualize the information to the students. An increasing variety of ship canal are utilizing to reach students of all different learning styles, to help the students to meet complicated concepts and remember them better by using master natural tools both on whiteboard and on computers.Interactive TutorialsA set of questions have been designed for each session in assessing student learning of message matter using both paper base and computer based assessment techniques.The web and web authoring Students are directed to use the move on search engine to navigate the correct and legitimate information for their assignment. varied search engines compile information using different criteria and have access to different databases. Applying technology to develop students higher order skills and creativity to manage student learning activities in a technology-enhanced environment.Group DiscussionsThe students leave alone be give topics and some cases with the use of case study that relates to the topic cover in each session. There will also be a follow up on the discussio n using group presentation and class assessment as the case may be.Summary of lectureFor every session, there will be overall summary at the end teaching session.Attempting the passing criterion in classThe student must attempt one or more learning endpoint question covered in each session and the evidence will be documented