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Unit 3: Customer Service

Unit 3: Customer Service  

LO1 Understand customer service policies within business and services contexts

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

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

2.2  analyse hew customer perception is influenced by customer service provision

LO3 Be able to investigate customer requirements and expectations

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 stands res

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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