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How would you define customer service?
Types of internal customers
Who are the customers?
How would you define Customer service?
There are many definitions of customer service which can be found on the internet or books, but below is a simple one:
‘Customer service is the customer’s complete experience, from the second they enter a business or view a website, to the after-sale service, such as spare parts or repairs. Superb customer service means providing services that customers did not even know they wanted, but are delighted to find are provided’.
(BTEC Level 2 Business Book, Pearson)
You will produce 1 assignment, 1 presentation and 1 role play to meet the assessment criteria.
This unit provides learners with an understanding of the needs and expectations of customers, how to identify them and the importance of meeting and managing them. Learners will also learn the skills required to deliver effective customer service including how to handle customer complaints. This unit also covers the skills needed to monitor and review customer service.
Customer relations are at the heart of every business. Every business has a purpose which eventually leads, directly or indirectly, to customers. They may be purchasers and consumers of products or services, or they may benefit from business operations in a different way, for example a user of a public service such as a library or local council. Developing good customer relations is critical to the success of every business
1 Understand customer needs and expectations
2 Be able to deliver effective customer service
3 Be able record and review customer
Service
Importance of providing good customer service:
First impressions
Company image (logo, premises, organisational efficiency)
Products and services offered
Effective communication
Speed and accuracy of service
Meeting and exceeding customer expectations
Customer service policies (dealing with complaints and problems)
Meeting customer needs
Consistency
Offering information and advice