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Unit 3: Customer Service

In: Business and Management

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UNIT 3: CUSTOMER SERVICE
Get assignment help for this unit at assignmenthelpuk@yahoo.com
LO1 Understand customer service policies within business and services contexts
Policies: policies (structure, use, focus, customer requirements/expectations, product and service knowledge, consultation, confidentiality, customer perceptions and satisfaction, monitor customer service and satisfaction, influences affecting implementation, effective communication) Quality of service: methods of assessment; customer expectations; standardised procedures; codes of practice; staff levels (staffing levels, staff competency, flexibility, reliability and responsiveness) Evaluation: purpose; 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, events
LO2 Understand the purpose of promoting a customer-focused culture Communication: types eg verbal, non-verbal body language, written; types of response; use; effect Customer: central role; customer service culture; identifying and analysing customer requirements and expectations; influences of service provision on customer perceptions Benefits of improved service: customer satisfaction, repeat business, improved reputation, increased profit

LO3 Be able to investigate customer requirements and expectations Requirements: sources of information eg customers, staff, management, customer records, past information Primary research: primary research eg sampling, qualitative, quantitative; interview eg individual, group, survey, observation; contact methods eg mail, telephone, personal Secondary research: internal eg sales records, yield data, financial information,

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