Customer Service

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TASK SHEET FOR UNIT 838

This activity will provide evidence for Mandatory unit 838 – Demonstrate understanding of customer service for Diploma in Customer Service Level 3.

Learning Outcome 1: Be able to follow their organisation’s accepted customer service language

Assessment Criteria:
1.1 Communicate to customers their organisation’s service offer, how it balances organisational and customer needs and how it meets customer expectations 1.2 Compare the service offers of commercial, public sector and third sector organisations and how they each meet customer expectations 1.3 Discuss with colleagues steps that team members can take to deal with different customers and different customer service situations Your task is to: Examine the criteria above, then: a) explain how you communicate to customers your organisation’s service, how it balances customer and organisation needs and customer expectations.

b) Compare the service offers of commercial, public sector and third sector organisations and how they each meet customer expectations

c) Give 3 examples of how steps that team members can take to deal with different customers and different customer service situations

Learning Outcome 2: Be able to apply customer service principles in their customer service role

Assessment Criteria:
2.1 Follow the key policies and procedures in their organisation for the delivery of services or products 2.2 Demonstrate how their organisation’s service approach and service offer fit within their own industry and differ from those of other industries 2.3 Discuss with colleagues how their organisation’s ethical and value base fits with organisational needs and customer expectations Your task is to: Examine the criteria above, then: a) explain what key policies and procedures you have in your organisation relevant to the delivery of services or products.

b) Explain how your organisation’s service approach and service offer fit within the industry the organisation is in and how it differs from those of other industries.

c) Explain how your organisation’s ethical and value base fits with organisational needs and customer expectations

Learning Outcome 3: Understand the principles of customer service

Assessment Criteria:
The questions asked will help you identify and understand everything for this learning outcome. Your task is to: a) Describe how your organisation’s service offers meets customer expectations

b) Explain how your organisation’s service offer is affected by financial and other resource limitations

c) Identify the impact that their organisation’s service offer may have on different people in the service chain.

d) Explain how customers form their expectations of the services or products

e) Explain the importance of effective teamwork for the delivery of excellent customer service

f) Describe how customer service can contribute to best value in a public sector or third sector organisation.

g) Explain how customer service can provide a competitive advantage for a commercial organisation.

h) Describe why your organisation must limit the customer service it gives to balance customer satisfaction with organisational goals, if it does.

i) Explain how to deal with different customer behaviours and personalities to achieve customer satisfaction.

j) Explain the importance of effective communication in the delivery of excellent customer service.

k) Describe how you ensure your communication with diverse groups of customers is effective and efficient.

l) Describe the importance of continuous improvement within customer service

m) Outline the service offer of competitors of your organisation or any organisations offering similar services or products

n) Describe the features and benefits of your organisation’s services or products that influence customer service delivery and customer satisfaction.

o) Explain how your organisation...
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