Unit 14 - Checklists, Schemes and Mind Maps of Business

Download Unit 14 - Checklists and more Schemes and Mind Maps Business in PDF only on Docsity! P1 Describe the different approaches to customer service delivery in contrasting businesses Paragraph 1 Subheading: Customer Service Define customer service Explain what a customer service role is providing four examples Explain why teamwork is important when working in customer service Paragraph 2 Introduce your two contrasting businesses, for each explain • Name • Date established • Purpose What makes them contrast? Explain the customer service roles there are in business 1 Explain customer service roles and duties are there in business 2 Paragraph 3 Subheading: Importance of following organisational rules and procedures Define informal and formal rules and procedures Explain the difference between formal and informal rules and procedures Explain what a policy is Give an example of a workplace policy Explain what a procedure is Give an example of a workplace procedure Paragraph 4 Explain three of the customer service policies you have identified for business 1 Explain three of the customer service procedures you have identified for business 1 Explain three of the customer service policies you have identified for business 2 Explain three of the customer service procedures you have identified for business 2 Paragraph 5 Subheading: Different approaches to customer service across industries Explain the customer service roles and skills required in retail Explain the customer service roles and skills required in Offices Explain the customer service roles and skills required in Contact centres Explain the customer service roles and skills required in Hospitality Paragraph 6 Explain three customer service roles available in business 1 Explain the skills needed for each of these 3 roles in business 1 Explain three customer service roles available in business 2 Explain the skills needed for each of these 3 roles in business 2 P2 Examine ways that customer service in a selected business can meet the expectations and satisfaction of customers and adhere to relevant current legislation and regulations M1 Analyse how legislation and regulation impacts on customer service provision in a selected business. NOW ONLY FOCUSING ON 1 BUSINESS Paragraph 7 Subheading: Different types of customers and responding to them to meet their expectations Define internal customer Define external customer Identify the internal and external customers your chosen business has How does your chosen business meet the expectations and satisfaction of both internal and external customers? Paragraph 8 Explain what is meant by customer personality Explain the four different customer personalities and how is best to deal with them 1. Drivers 2. Analytical 3. Expressive 4. Amiable Paragraph 9 Explain how your chosen business would deal with each of the above personality types in order to meet customer expectations and satisfaction Explain how they should be dealt with in order to meet their different expectations How would this approach improve customer service satisfaction in your chosen business? Learning Aim A: Explore how effective customer service contributes to business success If you did not identify and respond to different customer personality types how might this negatively affect customer service satisfaction in your chosen business? Paragraph 10 Explain what is meant by customers with special requirements Explain why businesses have the responsibility to meet customer expectations regardless of additional requirement Explain why language may be a challenge in customer service Identify how you chosen business would overcome this challenge in order to meet customer expectations and satisfaction How would overcoming this barrier improve customer service satisfaction in your chosen business? How would not overcoming this barrier negatively impact customer service satisfaction in your chosen business? Paragraph 11 Explain why culture may be a challenge in customer service Identify how you chosen business would overcome this challenge in order to meet customer expectations and satisfaction How would overcoming this barrier improve customer service satisfaction in your chosen business? How would not overcoming this barrier negatively impact customer service satisfaction in your chosen business? Paragraph 12 Explain why ageism may be a challenge in customer service Identify how you chosen business would overcome this challenge in order to meet customer expectations and satisfaction How would overcoming this barrier improve customer service satisfaction in your chosen business? How would not overcoming this barrier negatively impact customer service satisfaction in your chosen business? Paragraph 13 Explain why sex + gender may be a challenge in customer service Identify how you chosen business would overcome this challenge in order to meet customer expectations and satisfaction How would overcoming this barrier improve customer service satisfaction in your chosen business? How would not overcoming this barrier negatively impact customer service satisfaction in your chosen business? Paragraph 14 Explain why being family friendly may be a challenge in customer service Identify how you chosen business would overcome this challenge in order to meet customer expectations and satisfaction How would overcoming this barrier improve customer service satisfaction in your chosen business? How would not overcoming this barrier negatively impact customer service satisfaction in your chosen business? Paragraph 15 Explain why disability may be a challenge in customer service Identify how you chosen business would overcome this challenge in order to meet customer expectations and satisfaction How would overcoming this barrier improve customer service satisfaction in your chosen business? How would not overcoming this barrier negatively impact customer service satisfaction in your chosen business? Paragraph 16 Subheading: Customer Complaints Explain why dealing with customer complaints effectively can help meet customer expectations and satisfaction Explain how customers complain if a business does not meet their expectations and leaves them unsatisfied Identify 3 complaints that have been made against your chosen business Explain how they were dealt with to meet the customers’ expectations and satisfaction P3 Research methods a business can use to make improvements to the customer service provision M2 Analyse different methods of monitoring customer service for a product or service in a selected business Paragraph 1 Subheading: Monitoring Customer Service Explain what is meant by monitoring customer service Explain why monitoring customer service is important Explain what a customer profile is Give evidence of your chosen business utilising customer profiles to improve customer service Explain why your chosen business would use customer profiles to improve customer service How is this information beneficial to the business? Are there any negatives to using this method? Paragraph 2 Explain what data a business gathers about its customer Give evidence of your chosen business utilising data to improve customer service Explain why your chosen business would use data to improve customer service How is this information beneficial to the business? Are there any negatives to using this method? Paragraph 3 Explain the sources of information businesses use to gather customer service information Give evidence of your chosen business sourcing information to improve customer service Explain why your chosen business would source information to improve customer service How is this information beneficial to the business? Are there any negatives to using this method? Paragraph 4 Explain what feedback methods businesses may use to improve customer service Give evidence of your chosen business using feedback methods to improve customer service Explain why your chosen business would use feedback methods to improve customer service How is this information beneficial to the business? Are there any negatives to using this method? Paragraph 5 Subheading: Evaluating Customer Service Explain what is meant by evaluating customer service Explain why evaluating customer service is important Explain what responses a business would want to analyse Give an example of your chosen business having analysed a response Explain why your chosen business would analyse responses How is this information beneficial to the business? Are there any negatives to using this method? Paragraph 6 Explain why a business would plan for change Give an example of your chosen business having planned for change Explain why your chosen business would plan for change How is this information beneficial to the business? Are there any negatives to using this method? D2 Evaluate the benefits of improvement to customer service performance for the business, the customer and the employee Paragraph 7 Explain what a KPI is, including the four indicators of improved performance Why is reduction in number of complaints an indicator of improved performance? Learning Aim B: Investigate the methods used to improve customer service in a business What are the benefits to your chosen business if there is a reduction in complaints? What are the benefits to your chosen business’ customers if there is a reduction in complaints? What are the benefits to your chosen business’ employees if there is a reduction in complaints? Paragraph 8 Why is increased profits an indicator of improved performance? What are the benefits to your chosen business if there is an increase in profits? What are the benefits to your chosen business’ customers if there is an increase in profits? What are the benefits to your chosen business’ employees if there is an increase in profits? Paragraph 9 Why is low staff turnover an indicator of improved performance? What are the benefits to your chosen business if there is low staff turnover? What are the benefits to your chosen business’ customers if there is low staff turnover? What are the benefits to your chosen business’ employees if there is low staff turnover? Paragraph 10 Why is repeat business an indicator of improved performance? What are the benefits to your chosen business if there is repeat business? What are the benefits to your chosen business’ customers if there is repeat business? What are the benefits to your chosen business’ employees if there is repeat business? Demonstrate communication and interpersonal skills appropriate to meet customer needs in different situations C1: Customer service skills and behaviours • Communication skills: o face-to-face, written, email or other electronic media, telephone o verbal, e.g. pitch and tone of voice, open and closed questions, using the telephone o non-verbal, e.g. sign and body language, listening skills o barriers to communication. • Interpersonal skills: o personal presentation approach, e.g. attitude, behaviour, hygiene, personality, conversation skills, giving a consistent and reliable response. • Behaviours, e.g. being positive, offering assistance, showing respect C2: Dealing with customer service requests and complaints • Customer service situations: • providing information, products or services, promoting additional products and services, giving advice, taking and relaying messages • limitations of role and authority, keeping records • dealing with problems, handling complaints, remedial measures, emergency situations, organisational policy P4: Task During your work experience at Waitrose (in the Customer Services Department) you will be required to respond appropriately to the following three scenarios ensuring that you meet the customer needs in the different situations presented, demonstrating your communication and interpersonal skills: 1) Customer complaint posted on the Waitrose Twitter page regarding a number of empty shelves around their local store and its poor, overall appearance. You will need to read the complaint on Twitter and prepare an appropriate written response. 2) Phone Call received by Waitrose from a disgruntled customer complaining about how poorly they were treated by a member of staff when they visited their local store recently. They had asked for some help finding a specific product for a young child allergic to dairy and received very little help. You will need to prepare a role-play script as to how you think the conversation might go and how you would respond to this customer complaint over the phone. Be prepared that the customer might add in an unexpected question. 3) Face to Face conversation between an unhappy customer and a member of staff at the Customer Service Desk at a local Waitrose store concerning a faulty electrical toaster. You will need to prepare a role-play script as to how you think the confrontation might go between you and the complaining customer. Be prepared that the customer might add in an unexpected question. In all three scenarios, you will be judged on the tone and pitch of your voice, body language displayed, your use of language when completing a written response and your general listening skills which if good, will allow you to respond positively on each occasion. Conversation Consistent and reliable response Being positive Offering assistance Showing respect Following on from your Skills Audit, you need to summarise your skills by completing a SWOT Analysis of yourself when it comes to providing Customer Service Strengths Weaknesses Opportunities Threats Development plan for customer service skills Based upon your P5 skill weaknesses, you will now need to present a clear, effective development plan that it’ll enhance your own customer service skills and enhance the potential for you to become a customer service manager in a retail outlet. This can either be done in a report format that deals with each subheading or a table as below: Communication Skills: Current weaknesses (copied from P5) SMART objective that’ll help you improve this skill Practical examples of what you could do to improve the skill i.e. the steps you can take Resources and support needed and available to meet the objectives A log of what you’ve done to improve the skill including a date My body language…… Come up with a SMART objective that will help you to improve this weakness….e.g. By the end of the academic year I will…. Use some of the examples you used from P5 or come up with new situations that you could put yourself in. Who might be able to help you achieve your objective and why? Interpersonal skills: Current weaknesses (copied from P5) SMART objective that’ll help you improve this skill Practical examples of what you could do to improve the skill i.e. the steps you can take Resources and support needed and available to meet the objectives A log of what you’ve done to improve the skill including a date Behavioural: Current weaknesses (copied from P5) SMART objective that’ll help you improve this skill Practical examples of what you could do to improve the skill i.e. the steps you can take Resources and support needed and available to meet the objectives A log of what you’ve done to improve the skill including a date You will then need to assess how the development plan has improved the performance of customer service skills for M3. The text book will tell you that creating such a plan will help you to: ● To focus your professional efforts and identify individual work goals. ● To use as a communication, development and/or planning tool. ● To assist in obtaining resources, (e.g., scholarships, fee assistance or training funds) ● To serve as your career action plan for skill building, professional development and career management. Explain how putting the plan together helped you to: a.) Reflect upon your existing skills gaps and why this was useful? b.) What the benefits were of trying to develop a SMART objective that related to the skills gap? c.) How having to consider possible methods of improving the skills was beneficial to helping start the process? d.) How logging what you achieved was motivational and helped you to plan the next step too? Then you will need to consider if there were any parts of the plan which did not work very well for you and why? Consider: a.) What did you find hard about putting the plan together which might make it less effective? b.) Why might making it yourself make it hard to be objective in what you’ve found? c.) Why were you unable to possibly improve certain skills? d.) Why did a lack of feedback in the process with an external person make it hard to measure improvements? e.) Why could you not meet all the objectives currently? f.) What would you do differently to improve the plan?