LO1 Understand customer service policies within business and services contexts
Unit 3: Customer Service
LO1 Understand customer service policies within business and services contexts
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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
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LO2 Understand the purpose of promoting a customer- focused culture
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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
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LO3 Be able to investigate customer requirements and expectations
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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
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LO4 Be able to provide customer service within business and services contexts to meet required stands res
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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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