Introducing 

Prezi AI.

Your new presentation assistant.

Refine, enhance, and tailor your content, source relevant images, and edit visuals quicker than ever before.

Loading…
Transcript

How would you define 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

Types of internal customers

  • Staff in other departments
  • Other staff teams
  • Managers
  • Colleague in own department
  • Supervisor

Who are the customers?

How would you define Customer service?

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)

So what makes good customer service?

Assessment

Aim and Purpose

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.

Unit Introduction

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

The learner will:

1 Understand customer needs and expectations

2 Be able to deliver effective customer service

3 Be able record and review customer

Service

UNIT 2

CUSTOMER SERVICE IN A BUSINESS ENVIRONMENT

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

Learn more about creating dynamic, engaging presentations with Prezi