Hand book customer service Essay

Policies policies (structure, use, focus, node requirements/expectations, product and service knowledge, consultation, confidentiality, client perceptions and satisfaction, monitor node service and satisfaction, influences affecting implementation, effective communication)Quality of service methods of discernment customer expectations standardised procedures codes of practice module levels (staffing levels, staff competency, flexibility, reliability and responsiveness)Evaluation procedure sources of feedback accuracy relevance reliability validity methods of data collection improvements staff training and development Hospitality industry industries within the hospitality industry eg hotels, restaurants, pubs, bars and nightclubs, contract food service providers, hospitality services, membership clubs, events2. Understand the purpose of promoting a customer-foc utilize culture Communication types eg verbal, non-verbal body language, written types of response use effectCustomer c entral role customer service culture identifying and analysing customer requirements and expectations influences of service provision on customer perceptionsBenefits of improved service customer satisfaction, repeat railway line, improved reputation, increased profit3. Be able to investigate customer requirements and expectations Requirements sources of information eg customers, staff, management, customer records, past informationModule HandbookC. UgojiSept, 2013Page 2Unit HandbookUnit 4 The Customer Service primary winding research primary research eg sampling, qualitative, quantitative interview eg individual, group, survey, observation contact methods eg mail, telephone, personalSecondary research internal eg sales records, yield data, financial information, client databases external eg government publications, trade journals, periodicals, professional associations, national organisations, commercial data Satisfaction levels planning strategy assessment of options using researc hed information role of the business and services manager staffing levels motivating staff improvements4. Be able to provide customer service within business and services contexts to meet required standardsTypes of customers disparate age groups eg the elderly, children different cultural backgrounds special needs eg physically disabled satisfied dissatisfied under influence eg drugs, alcohol, medicationCustomer needs customer needs eg products and services, urgent, non-urgent, special requirements, quality of service, value for money, cultural, social trends eg fashion, ergonomic, equipment, training, products and services, consumer protection legislationCustomer service consultation advice personal selling complaints procedure reception skills confidentiality accomplishment OutcomesTo achieve this unit leaner must1. Understand customer service policies within business and services contexts2. Understand the purpose of promoting a customer-focused culture3. Be able to investigate customer requirements and expectations 4. Be able to provide customer service within business and services contexts to meet required standards.T individuallying strategies usedFollowing are the different teaching and learning strategies, a description of how they work, where they have been applied, results, and where to find more information from individuals, books, web sites, and other resources.Lecture NotesThe virtually basic way of supporting teaching in this module a place for scholarly persons to access lecture notes. The main advantages are reduction in the tot up of college Module HandbookC. UgojiSept, 2013Page 3Unit HandbookUnit 4 The Customer Servicephotocopying and students can access notes prior to lecture and overdress themselves.Presenting LecturesDisplaying these lecture notes with the addition of projectors using power point presentation slides to visualize the information to the students. An increasing variety of ways are utilizing to reach students of all diff erent learning styles, to help the students to understand complicated concepts and remember them better by using master graphic tools both on whiteboard and on electronic computers.Interactive TutorialsA set of questions have been designed for each school term in assessing student learning of subject matter using both paper based and computer based assessment techniques.The web and web authoringStudents are directed to use the advanced search engine to navigate the correct and legitimate information for their assignment. antithetic search engines compile information using different criteria and have access to different databases. Applying technology to develop students higher order skills and creativity to manage student learning activities in a technology-enhanced environment.Group DiscussionsThe students will be give topics and some cases with the use of case study that relates to the topic covered in each session. There will also be a follow up on the discussion using group pr esentation and class assessment as the case may be.Summary of lectureFor every session, there will be overall summary at the end teaching session.Attempting the passing banner in classThe student must attempt one or more learning outcome question covered in each session and the evidence will be documented