customer service nvq unit 1
Unit 1: Understanding Good Customer Service
1.1- Internal - Manager - Colleague - Suppliers External - Customs - People who buy from you
1.2- Expectations – To come with a good service on their dog - Satisfaction – To see their dog is happy and has a good cut - Connection – What they expected is what they got
1.3 – Characteristics – Requesting services - Purchasing goods
1.4 – Brushed teeth, plucked ears in addition to requested services
1.5 – Cut too short or too short - Injured dog during service
2.1 – Manager (Diane) – Cuts, finishes off the dogs, deals with customers on the phone Me – De-matt, bath, dry, deal with walk in customers, payments
2.2 – Diane – Telephone enquiries / finishing dogs to customers standards - Me – Prepare dogs for finishing / payments / complaints / customers face to face and on the phone
2.3 – Name, address, contact number, vaccinations, signature, the service they want
2.4 – Internet - Word of mouth - Colleagues
2.5 – If I was rude or dismissive or preoccupied on the phone the customers experience would be a bad one and they may not return
If I was polite and helpful their experience would be a good one and they may return
2.6 – Price – lowered to keep some customers - Not told about skin problems on the dog resulting in cuts - Phone line not working affecting bookings
2.7 – Ant problems would be repeated to Diane
3.1 – Working together ensures smooth running of dealing with customers and services completed on time
3.2 – Hygiene check to be completed on all dogs before service starts - Customer greetings to be polite and friendly - Final check over dog before returning to owner - Preparation work to be completed in correct order before cutting
3.3 - They
1.1- Internal - Manager - Colleague - Suppliers External - Customs - People who buy from you
1.2- Expectations – To come with a good service on their dog - Satisfaction – To see their dog is happy and has a good cut - Connection – What they expected is what they got
1.3 – Characteristics – Requesting services - Purchasing goods
1.4 – Brushed teeth, plucked ears in addition to requested services
1.5 – Cut too short or too short - Injured dog during service
2.1 – Manager (Diane) – Cuts, finishes off the dogs, deals with customers on the phone Me – De-matt, bath, dry, deal with walk in customers, payments
2.2 – Diane – Telephone enquiries / finishing dogs to customers standards - Me – Prepare dogs for finishing / payments / complaints / customers face to face and on the phone
2.3 – Name, address, contact number, vaccinations, signature, the service they want
2.4 – Internet - Word of mouth - Colleagues
2.5 – If I was rude or dismissive or preoccupied on the phone the customers experience would be a bad one and they may not return
If I was polite and helpful their experience would be a good one and they may return
2.6 – Price – lowered to keep some customers - Not told about skin problems on the dog resulting in cuts - Phone line not working affecting bookings
2.7 – Ant problems would be repeated to Diane
3.1 – Working together ensures smooth running of dealing with customers and services completed on time
3.2 – Hygiene check to be completed on all dogs before service starts - Customer greetings to be polite and friendly - Final check over dog before returning to owner - Preparation work to be completed in correct order before cutting
3.3 - They