Hand book customer service Essay

Policies policies (structure, use, focus, guest requirements/expectations, product and serving knowledge, consultation, confidentiality, guest perceptions and satisfaction, monitor customer service and satisfaction, influences affecting implementation, effective communication)Quality of service methods of sound judgement customer expectations standardised procedures codes of practice staff levels (staffing levels, staff competency, flexibility, dep cease satisfactoryness and responsiveness)Evaluation purpose sources of feedback accuracy relevance reliability validity methods of information collection improvements staff training and development Hospitality industry industries within the cordial reception industry eg hotels, restaurants, pubs, bars and nightclubs, contract food service providers, hospitality work, membership clubs, events2. Understand the purpose of promoting a customer-focused culture Communication types eg verbal, non-verbal remains language, written types of response use effectCustomer central government agency customer service culture identifying and analysing customer requirements and expectations influences of service provision on customer perceptionsBenefits of improved service customer satisfaction, repeat business, improved reputation, change magnitude profit3. Be able to go over customer requirements and expectations Requirements sources of information eg customers, staff, management, customer records, past informationModule vade mecumC. UgojiSept, 2013Page 2whole HandbookUnit 4 The Customer ServicePrimary inquiry primary re pursuit eg sampling, qualitative, quantitative interview eg individual, group, survey, observation contact methods eg mail, telephone, face-to-faceSecondary research internal eg sales records, yield information, financial information, thickening databases external eg government publications, trade journals, periodicals, professional associations, national organisations, commercial data Satisfacti on levels planning strategy assessment of options using researched information fictitious character of the business and services manager staffing levels motivating staff improvements4. Be able to provide customer service within business and services contexts to consider required standardsTypes of customers diametrical age groups eg the elderly, children different cultural backgrounds special involve eg physically disabled satisfied dissatisfied under influence eg drugs, alcohol, medicineCustomer needs customer needs eg products and services, urgent, non-urgent, special requirements, quality of service, tax for money, cultural, social trends eg fashion, ergonomic, equipment, training, products and services, consumer protection legislationCustomer service consultation advice private selling complaints procedure reception skills confidentialityLearning OutcomesTo achieve this unit wisplike moldiness1. 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.Teaching strategies used interest argon the different teaching and learning strategies, a description of how they work, where they start been applied, results, and where to find more information from individuals, books, web sites, and other resources.Lecture NotesThe roughly basic way of supporting teaching in this module a place for school-age childs to access lecture notes. The main advantages are reduction in the amount of college Module HandbookC. UgojiSept, 2013Page 3Unit HandbookUnit 4 The Customer Servicephotocopying and students can access notes front to lecture and prepare themselves.Presenting LecturesDisplaying these lecture notes with the addition of projectors using power signify presentation slides to visualize the information to the st udents. An increasing variety of ways are utilizing to reach students of all different learning styles, to help the students to understand manifold concepts and remember them better by using master graphic tools both(prenominal) on whiteboard and on computers.Interactive TutorialsA set of distrusts have been intentional for each session in assessing student learning of subject question 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. Different 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 reelect topics and some cases with the use of case study that relates to the topic cov ered in each session. There will also be a get married up on the discussion using group presentation and variety assessment as the case may be.Summary of lectureFor each session, there will be overall summary at the end teaching session.Attempting the passing criterion in classThe student must attempt one or more learning outcome question covered in each session and the evidence will be documented