Btec Unit 3
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This document outlines the learning outcomes and assessments for a BTEC Unit 3 course on introducing customer service. The key points are: 1. The unit will teach students about different customer types, needs, and expectations as well as how to prepare themselves and their work area for good customer service through effective communication skills. 2. Assessments include activities to identify good and bad customer service, the impact of poor customer service, and roleplays demonstrating communication with different customer types. 3. Students will visit local businesses to observe customer service firsthand and participate in a customer service assessment activity to demonstrate their learning.
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UNIT 3: CUSTOMER SERVICE
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
Customer Service Powerpoint
Customer service is important for businesses in the travel and tourism industry to meet and exceed customer expectations due to high competition. Providing good customer service leads to customer loyalty, competitive advantage, and lower costs for companies. Principles of good customer service include making a positive first impression, providing speedy and accurate service, developing a good company image, establishing clear customer service policies, promoting effective teamwork and communication across an organization, meeting diverse customer needs, and creating a mission statement that outlines a company's goals for customer satisfaction.
Greeting customers mariafernandezalonso_1d2
Customer service is the provision of service to customers before, during, and after a purchase. It is important because the success of interactions depends on employees adjusting to customers' personalities. Customer service now has a broader scope than in the past due to increased competition and options for customers. Businesses must adapt to customers' needs, as customers are the most important assets of an organization.
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Customer service architecture timeline
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Source: Harvard Business Review : 7 steps to deliver better Customer Experience
Lesson 1
This document provides an introduction to a semester 2 customer service unit for a Hospitality Management course. The unit aims to develop an understanding of customer service principles and a customer-focused culture. Learners will analyze a customer service policy, explain how to promote customer focus, investigate customer requirements and satisfaction, and provide customer care. Assessment will include written assignments, a presentation, and a seminar. The class will discuss experiences with good and bad customer service and when expectations change, and review examples of each on videos. An individual activity involves preparing a 5-minute presentation on factors for good customer service in hospitality. Research will identify organizations rewarded for exceptional customer service and compare them to less successful organizations.
Customer Service
This document discusses customer service and provides questions and topics to consider around customer service. It addresses why customer service is needed, how customer service representatives should respond to requests, and competencies for customer service roles. Common excuses for poor customer service are listed along with counters to those excuses. The wants and expectations of customers are outlined. Metrics and standards for customer service are referenced. The document advertises a PowerPoint presentation for download on the topic of customer service that contains over 100 slides addressing understanding customer service, customer types, effective communication, implementing programs, and more.
CUSTOMER SERVICE POWERPOINT
ReadySetPresent (Customer Service PowerPoint Presentation Content): 100+ PowerPoint presentation content slides. Knowing what your customer wants and needs is the number one factor to excellent customer service. Only by improving one’s customer service can your business develop. Customer Service PowerPoint Presentation Content slides include topics such as: understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to super service, 10+ slides on what to say and addressing excuses, 10+ slides on implementing a program and examining behaviors, 7 practical steps to customer service, 30 slides on performance standards and quality, looking to the future, Q& A’s, 5 slides on increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, how to's and more!
Customer service refresher
This document discusses improving the customer experience through proper customer service behaviors. It outlines key welcoming behaviors including smiling, eye contact, tone of voice, and body language. It also emphasizes the importance of greeting customers by name, paying attention to them, maintaining a positive attitude, and thanking customers. Regular customer service training and developing tools to measure improvements are recommended.
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UNIT 3: CUSTOMER SERVICE
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
Customer Service Powerpoint
Customer service is important for businesses in the travel and tourism industry to meet and exceed customer expectations due to high competition. Providing good customer service leads to customer loyalty, competitive advantage, and lower costs for companies. Principles of good customer service include making a positive first impression, providing speedy and accurate service, developing a good company image, establishing clear customer service policies, promoting effective teamwork and communication across an organization, meeting diverse customer needs, and creating a mission statement that outlines a company's goals for customer satisfaction.
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Customer service is the provision of service to customers before, during, and after a purchase. It is important because the success of interactions depends on employees adjusting to customers' personalities. Customer service now has a broader scope than in the past due to increased competition and options for customers. Businesses must adapt to customers' needs, as customers are the most important assets of an organization.
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Customer service questionnaire
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Source: Harvard Business Review : 7 steps to deliver better Customer Experience
Lesson 1
This document provides an introduction to a semester 2 customer service unit for a Hospitality Management course. The unit aims to develop an understanding of customer service principles and a customer-focused culture. Learners will analyze a customer service policy, explain how to promote customer focus, investigate customer requirements and satisfaction, and provide customer care. Assessment will include written assignments, a presentation, and a seminar. The class will discuss experiences with good and bad customer service and when expectations change, and review examples of each on videos. An individual activity involves preparing a 5-minute presentation on factors for good customer service in hospitality. Research will identify organizations rewarded for exceptional customer service and compare them to less successful organizations.
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ReadySetPresent (Customer Service PowerPoint Presentation Content): 100+ PowerPoint presentation content slides. Knowing what your customer wants and needs is the number one factor to excellent customer service. Only by improving one’s customer service can your business develop. Customer Service PowerPoint Presentation Content slides include topics such as: understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to super service, 10+ slides on what to say and addressing excuses, 10+ slides on implementing a program and examining behaviors, 7 practical steps to customer service, 30 slides on performance standards and quality, looking to the future, Q& A’s, 5 slides on increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, how to's and more!
Customer service refresher
This document discusses improving the customer experience through proper customer service behaviors. It outlines key welcoming behaviors including smiling, eye contact, tone of voice, and body language. It also emphasizes the importance of greeting customers by name, paying attention to them, maintaining a positive attitude, and thanking customers. Regular customer service training and developing tools to measure improvements are recommended.
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This document discusses identifying customer requirements and evaluating customer service. It covers researching customer needs through both informal and formal methods like surveys and interviews. The goal is to understand what customers want and identify any deficiencies in current service so businesses can work to improve customer satisfaction. Key aspects discussed include identifying customer needs, wishes, and expectations; analyzing data to find service issues; and using both primary and secondary research methods.
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This document appears to be a 13 page PowerPoint presentation from www.ReadySetPresent.com on the topic of customer service. The presentation covers objectives like identifying customer needs and complaints, communication skills, and maintaining customer relationships. It includes sections on why customers leave, key customer service competencies, common service excuses, what customers want, and implementing an effective customer service program. The final slide advertises downloading the full presentation from the ReadySetPresent website.
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This document discusses customer service and provides guidance on key aspects of effective customer service. Some of the main points covered include:
- Customer service is about consistently achieving and exceeding customer expectations.
- Anyone who interacts with customers, both internal and external, has a responsibility to provide excellent customer service.
- It is important to acknowledge customer needs, remain polite, use positive language, avoid jargon, and greet and communicate professionally with customers.
- Active listening, body language, appearance and communication skills are also important for good customer service.
- Questions should be asked to fully understand customer complaints and resolve issues effectively.
Customer service
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This document provides an overview of managing customer expectations. It discusses:
1) Identifying customer expectations, which are their vision of future service and can change over time based on experiences. Customers generally expect competent, efficient service; anticipation of their needs; and explanations in terms they understand.
2) There are two key elements to meeting expectations - the technical element of the product/service working properly, and the human element of how customers feel they are treated during the process.
3) Managing expectations at different stages - learn expectations prior to purchase, communicate expectations during service, and follow-up after to ensure expectations were met. Influencing expectations involves establishing trust and communicating the benefits of realistic expectations.
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This document outlines an ongoing customer service training program with the objectives of continually escalating employee performance and increasing the quality of the customer experience. The training focuses on three major elements: self improvement, process improvement, and service improvement. Each 60 minute presentation contains segments on a self improvement topic, an interactive workshop on process improvement ideas, and an interactive workshop on customer service experience improvement ideas. The expected results are increased employee performance, improved customer satisfaction, a unique customer experience, increased sales, and increased profit margins.
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The document discusses developing excellent customer service. It outlines the objectives of understanding customer service's nature and impact on business, and discovering communication skills to deliver excellent customer service. It discusses that customer service involves human perceptions, feelings, and emotions. There are two dimensions of customer service: procedural systems and processes for delivery of products/services, and how service providers interact with customers on a personal level. It provides tips for good customer service, including having a positive attitude, enjoying working with people, and viewing the job as a human relations profession.
ITFT- Customer care and Interpersonal Skills
This document discusses the importance of customer care and interpersonal skills. It defines what a customer is and notes that customers deserve respectful treatment. Internal customers like coworkers should also be treated well. The document outlines different types of customers and what customers want from good service, which includes feeling listened to and having issues resolved. Poor customer service can result in losing customers, so providing "royal treatment" is important.
Customer Service
Providing good customer service is core for any business. This is a guide for how and why we provide the best customer service for our customers and clients.
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This document discusses the importance of customer satisfaction and service quality. It notes that one satisfied customer can be more valuable than $10,000 in advertising. It defines service as activities at the interface between an organization and customer to meet customer needs. According to Deming, 75% of US workers are employed in service industries like colleges, hospitals, restaurants, and government. Satisfying hidden customer needs and requirements, beyond just contractual obligations, is important to delight customers and ensure their continued business. Customer contact personnel should be chosen specifically for their caring, observant, mindful, friendly, obliging, responsible, and tactful qualities to best serve customers.
Customer satisfaction gap
This document discusses five gaps that can occur in service quality. Gap 1 is between customer expectations and management perceptions of expectations. Gap 2 occurs when management cannot formulate service quality targets to meet customer expectations. Gap 3 happens when actual service delivery does not meet management specifications. Gap 4 is a discrepancy between promised service and what contact staff can deliver. Gap 5 is between customer expectations and perceptions of the actual service received. Strategies to close the gaps include improved market research, better communication, standardized processes, adequate training, and aligning external communications with actual service delivery.
Customer satisfaction presentation
1. The document discusses various techniques for gathering customer satisfaction information, including price comparisons, reputation, toll-free numbers, customer visits, and report cards.
2. It also outlines dimensions of quality for products and services, such as performance, features, reliability, and aesthetics. Key dimensions of service quality that contribute to customer perceptions are also defined.
3. Methods for gathering customer information are listed, like surveys, focus groups, complaint analysis, and internet monitoring. The information can then be linked to improving design, production, and service delivery.
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This document discusses key elements of customer service. It defines a customer as anyone who purchases goods or services, and defines service as helpful or professional work for others. It outlines what constitutes good customer service, such as satisfying customer needs and expectations, and bad customer service, such as not fully satisfying customer needs. It also lists different types of customer service and ways to keep customers, such as rewarding them, sending thank you cards, hiring mystery shoppers, having a great attitude, and giving customers what they want. The conclusion emphasizes that good customer service is about treating people well and communicating effectively.
Unit 2
This document provides an overview of understanding customer service in the travel and tourism industry. It discusses the importance of customer service to the survival of organizations and the need to meet the needs of different types of customers. Customer service skills are essential for those working in travel and tourism. Good customer service can lead to satisfied customers, repeat business, and attracting new customers, while poor customer service can result in loss of income, high staff turnover, and loss of customers. The document also covers the principles of customer service, assessing customer service quality, and understanding the needs of different types of customers such as considering age, ethnicity, and leisure interests to provide personalized service.
Sample of hrt lesson plan for gacte
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- Anyone who interacts with customers, both internal and external, has a responsibility to provide excellent customer service.
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This document provides an overview of managing customer expectations. It discusses:
1) Identifying customer expectations, which are their vision of future service and can change over time based on experiences. Customers generally expect competent, efficient service; anticipation of their needs; and explanations in terms they understand.
2) There are two key elements to meeting expectations - the technical element of the product/service working properly, and the human element of how customers feel they are treated during the process.
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The document discusses developing excellent customer service. It outlines the objectives of understanding customer service's nature and impact on business, and discovering communication skills to deliver excellent customer service. It discusses that customer service involves human perceptions, feelings, and emotions. There are two dimensions of customer service: procedural systems and processes for delivery of products/services, and how service providers interact with customers on a personal level. It provides tips for good customer service, including having a positive attitude, enjoying working with people, and viewing the job as a human relations profession.
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This document discusses the importance of customer satisfaction and service quality. It notes that one satisfied customer can be more valuable than $10,000 in advertising. It defines service as activities at the interface between an organization and customer to meet customer needs. According to Deming, 75% of US workers are employed in service industries like colleges, hospitals, restaurants, and government. Satisfying hidden customer needs and requirements, beyond just contractual obligations, is important to delight customers and ensure their continued business. Customer contact personnel should be chosen specifically for their caring, observant, mindful, friendly, obliging, responsible, and tactful qualities to best serve customers.
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Similar to Btec Unit 3
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This document provides an overview of understanding customer service in the travel and tourism industry. It discusses the importance of customer service to the survival of organizations and the need to meet the needs of different types of customers. Customer service skills are essential for those working in travel and tourism. Good customer service can lead to satisfied customers, repeat business, and attracting new customers, while poor customer service can result in loss of income, high staff turnover, and loss of customers. The document also covers the principles of customer service, assessing customer service quality, and understanding the needs of different types of customers such as considering age, ethnicity, and leisure interests to provide personalized service.
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I would define ‘Customer Experience’as:
‘How customers or prospective customers perceive their interactions with your organisation’
Customer experience encompasses every aspect of an organisation’s offering - the quality of customer care, of course, but also advertising, packaging, product and service features, ease of use, and reliability.
How can you drive a consistently good and improving Customer Experience for your customers or prospects?
In this A to Z I’ll give you some of the answers and some tips from Oak Consult
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The document discusses strategies for providing great customer service at Subway restaurants. It emphasizes the importance of smiling, acknowledging customers, paying attention to customers, not taking complaints personally, treating customers the way you want to be treated, showing appreciation, knowing customer priorities, understanding performance benchmarks, objectively tracking performance, monitoring manager and staff attitudes, and providing opportunities for customer feedback. Retaining quality employees is also discussed, highlighting the need to offer competitive pay and a fun work environment.
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Customer service is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees "who can adjust themselves to the personality of the guest". Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback.
From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization's ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement. One good customer service experience can change the entire perception a customer holds towards the organization
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Customer service principles is a necessary module for every student
At the end of this section candidates should be able to:
• Describe customer service.
• Explain why customer service is important to the
success of every organisation.
• Identify who their customers are.
• Identify the drawbacks of poor customer service.
• Explain how to promote good service.
• Demonstrate an understanding of customer
service needs and expectations.
Indicative content
1.1 Outline knowledge of basic principles - maintaining
good customer service at all times; treating all
customers with respect; identifying and meeting
customer needs; providing the service expected by
the company.
1.2 Understanding why customer service is important to
the company and to you – it helps to make the
organisation successful, generates repeat business,
assists profit and growth.
1.3 Identifying external and internal customers and their
importance to the organisation.
1.4 Appreciate the drawbacks of not serving internal and
external customers effectively, e.g. poor reputation,
loss of business, loss of profit, loss of jobs.
Customer service principles is a necessary module for every student
Customer service is very important to an organisation regardless of the nature of the business they are in. Superior customer service will guarantee continued business through repeat purchases as well as references by satisfied customers. Many organisations offer similar products and differentiation will only be possible by varying service levels against competitors. Good customer service builds from understanding the customer, communicating effectively at different situations and be able to sell the organisation’s product effectively and efficiently. Skills for good customer service are built in this module and the role of quality assurance and employee resourcing for customer service is explored.
Aims and Objectives of this Module
This module enables students to gain understanding on how superior customer service contributes to the overall performance organisations. On successfully completing this module, the learners will be able to:
• Understand the importance of customer service to the overall marketing effort of an organisation.
• Know the service skills required to meet the requirements of the customers’ needs
• Understand the need for setting quality standards for customer service level.
• Explain the effect of employee resourcing to service provision.
• Understand how organisations vary customer service to match individual needs
The above objectives will be addressed by the LOs. targeting the following skills below:
• Knowledge and Understanding
• Intellectual Skills
• Professional Skills
• General and transferable Skills
Ms 65 marketing of services
The document provides information about getting fully solved assignments for various marketing courses from an assignment help service. It includes 6 sample marketing assignments related to evaluating airline service quality, importance of physical evidence and word of mouth for health services, role of non-monetary costs in pricing services, demand and supply challenges for a tours and travel company, product support services for automatic washing machines, and explaining the service marketing mix using educational services as an example. Students are instructed to contact the service by email or phone call to get their assignments solved.
Principles to increase customer loyalty
The document outlines 7 principles for increasing customer loyalty: 1) Know yourself, 2) Follow the golden rule, 3) Establish personal relationships, 4) Build a reputation for reliability, 5) Deliver first-class customer service, 6) Handle complaints well, and 7) Implement loyalty programs. Each principle is explained with examples of how to apply it, such as conducting market visits, training employees, personalizing interactions, responding quickly to issues, and piloting loyalty program strategies. The overall message is that focusing on customer experience, service, and relationships at every step can create highly satisfied, repeat customers and business growth.
Principles to increase customer loyalty
This document outlines 7 principles for increasing customer loyalty: 1) Know Yourself, 2) Follow the Golden Rule, 3) Establish Personal Relationships, 4) Build a Reputation for Reliability, 5) Deliver First-Class Customer Service, 6) Handle Complaint Management Well, and 7) Loyalty Programs. For each principle, strategies are provided such as using customer journey maps to understand the customer experience, treating customers the way you want to be treated, personalizing interactions, establishing trust through reliability and responsiveness, and going above and beyond to meet customer needs. The overall message is that understanding customers, building relationships, and delivering excellent service at every step will increase customer loyalty and satisfaction.
Customer Feedback
The “Course Topics” series from Manage Train Learn and Slide Topics is a collection of over 4000 slides that will help you master a wide range of management and personal development skills. The 202 PowerPoints in this series offer you a complete and in-depth study of each topic. This presentation is on "Customer Feedback".
Customer experience: Beauty lies in the Details
Most organizations are measuring Customer Experience, yet they are not at the top of their Customer Experience (CE) curve. The most important reason is the yardstick used for measuring CE.
Similar to Btec Unit 3 (18)
Customer service principles is a necessary module for every student
Customer service principles is a necessary module for every student
Customer service principles is a necessary module for every student
Customer service principles is a necessary module for every student
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