Hand book customer service Essay Example for Free

Hand book customer service EssayPolicies policies (structure, use, focus, customer requirements/expectations, crossroad 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 ply 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 inside the hospitality industry eg hotels, restaurants, pubs, bars and nightclubs, contract food service providers, hospitality services, membership clubs, events2. regard the purpose of promoting a customer-focused culture Communication types eg verbal, non-verbal body language, indite types of r esponse use effectCustomer central role customer service culture identifying and analysing customer requirements and expectations influences of service provision on customer perceptionsBenefits of modify service customer satisfaction, repeat business, improved reputation, increased profit3. Be fitting to investigate customer requirements and expectations Requirements sources of information eg customers, staff, management, customer records, past information staff HandbookC. UgojiSept, 2013Page 2whole HandbookUnit 4 The Customer ServicePrimary research primary research eg sampling, qualitative, quantitative call into question eg individual, group, survey, observation contact methods eg mail, telephone, personalSecondary research internal eg sales records, yield data, financial information, client databases external eg government publications, trade journals, periodicals, professional associations, subject field organisations, commercial data Satisfaction levels planning strategy a ssessment of options using researched information role of the business and services manager staffing levels motivating staff improvements4. Be able to provide customer service within business and services contexts to meet required standardsTypes of customers varied age groups eg the elderly, children different cultural backgrounds special needfully eg physically disabled satisfied dissatisfied under influence eg drugs, alcohol, medicationCustomer needs customer needs eg products and services, urgent, non-urgent, special requirements, quality of service, value for money, cultural, complaisant trends eg fashion, ergonomic, equipment, training, products and services, consumer protection legislationCustomer service consultation advice personal selling complaints procedure reception skills confidentialityLearning OutcomesTo achieve this unit leaner must1. 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 usedFollowing ar the different teaching and culture strategies, a description of how they work, where they have been applied, results, and where to find more information from individuals, books, web sites, and other resources.Lecture NotesThe most basic way of supporting teaching in this module a place for students 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 prior to lecture and prepare themselves.Presenting LecturesDisplaying these lecture notes with the addition of projectors using power take down presentation slides to visualize the information to the students. An increasing variety of ways are utilizing to reach students o f all different learning styles, to help the students to understand complicated concepts and esteem them better by using master graphic tools both on whiteboard and on computers.Interactive TutorialsA set of questions have been designed for each academic session in assessing student learning of subject matter 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 result be give topics and some cases with the use of case study that relates to the topic covered in each session. There will also be a follow up on the discussion using group presentation and class assessment as the case may be.Summary of lectureFor both session, there will be overall summary at the end teaching session.Attempting the passing criterion in classThe student must start out one or more learning outcome question covered in each session and the evidence will be documented