Unit 3c student - communication
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This document outlines service standards for communication, specialist needs, appearance, information and advice, and health, safety and hygiene. Each standard includes a focus area, benchmark criteria to measure against, space to note whether the criteria was met or not, and an optional comments section. The document provides a framework to evaluate performance across key service areas.
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The displays at Cadbury World are bright and colorful to attract customers from a distance. However, some displays near the reception lacked information about upcoming Easter events. The staff generally maintain good hygiene standards, like wearing gloves and hats when serving food, though one staff member was observed scratching her face and not sanitizing hands afterwards. No staff members could speak foreign languages, which could limit communication with international visitors.
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Cadbury World uses various external and internal communication methods with customers and staff. For external communication, they use their logo, slogans, letters, telephone calls, emails, face-to-face interaction, and a tannoy system. Letters allow for a personal touch but can get lost or damaged, while email is fast but impersonal. Internally, they communicate via email, tannoy, radio, meetings, and notice boards to coordinate staff and address any issues. The tannoy and radio systems are quick but have limitations around personal messages or power outages. Face-to-face interaction is most personal but an employee's mood could impact customers.
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Benvolio warns Mercutio not to start fights as they encounter Tybalt from the rival Capulet family in Verona. Tybalt insults Romeo, who has just married Juliet Capulet, but Romeo refuses to fight. Mercutio challenges Tybalt instead and is fatally stabbed. Enraged, Romeo pursues and kills Tybalt, then flees. The prince learns that Tybalt started the conflict and had Mercutio and Romeo killed, so he banishes Romeo rather than executing him.
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The displays at Cadbury World are bright and colorful to attract customers from a distance. However, some displays near the reception lacked information about upcoming Easter events. The staff generally maintain good hygiene standards, like wearing gloves and hats when serving food, though one staff member was observed scratching her face and not sanitizing hands afterwards. No staff members could speak foreign languages, which could limit communication with international visitors.
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It is important for Cadbury World to have a clear complaints policy to address customer issues promptly to prevent negative publicity and maintain a positive reputation. The policy outlines different procedures for straightforward or serious complaints received in person, by phone, letter, or online. For minor issues, staff aim to resolve them immediately, while more serious complaints are documented and may be escalated if needed. Promptly addressing complaints helps deescalate unhappy customers and encourages them to return satisfied in the future. However, the policy could be improved by shortening response times and providing a dedicated complaints phone number for those without internet access.
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Cadbury World uses various external and internal communication methods with customers and staff. For external communication, they use their logo, slogans, letters, telephone calls, emails, face-to-face interaction, and a tannoy system. Letters allow for a personal touch but can get lost or damaged, while email is fast but impersonal. Internally, they communicate via email, tannoy, radio, meetings, and notice boards to coordinate staff and address any issues. The tannoy and radio systems are quick but have limitations around personal messages or power outages. Face-to-face interaction is most personal but an employee's mood could impact customers.
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The document provides examples of customer service situations and how they were handled by various staff members. In each example, the staff member dealt with the situation in a calm, polite, and helpful manner. They maintained appropriate appearance and followed best practices such as making eye contact, having a positive attitude, and speaking respectfully to customers. The examples illustrate how customer service issues should be addressed professionally while prioritizing customer satisfaction.
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1. Customer booking forms record personal details like name, address, and payment information to process bookings legally and send information packets.
2. Accident books document injuries like cut fingers to comply with legal requirements in case of worsening or litigation.
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Unit 3c student - communication
- 1. Service Standard - Communication Focus Benchmark Criteria Criteria Comments Met (Y/N) Optional:
- 2. Service Standard – Specialist needs Focus Benchmark Criteria Criteria Comments Met (Y/N) Optional:
- 3. Service Standard – Appearance Focus Benchmark Criteria Criteria Comments Met (Y/N) Optional:
- 4. Service Standard – Information and advice Focus Benchmark Criteria Criteria Comments Met (Y/N) Optional:
- 5. Service Standard – Health, Safety and Hygiene Focus Benchmark Criteria Criteria Comments Met (Y/N) Optional: