UNIT 3: INTRODUCING CUSTOMER SERVICE
UNIT 3: INTRODUCING CUSTOMER SERVICE
|CONTENT |LEARNING OUTCOMES |TASK |SKILLS |TIME FRAME |
|1. Describe basic concept of |Describe customer service | |Describe basic concept of customer|60 hours |
|customer service, the different| | |service, different types of | |
|types of customer and their |- Define customer | |customers and customers’ needs and| |
|needs and expectations |- Define service | |expectations. | |
| |- Define customer service | | | |
| |- Explain the purpose of customer service | |Extract information from internet | |
| | | | | |
| | |Task 1 |Use of dictionary | |
| |ii. Identify the importance of customer services with: | |ICT | |
| | | | | |
| |- Internal customers | | | |
| | | | | |
| |managers | | | |
| |colleagues | | | |
| |contractors | | | |
| |other departments | | | |
| | | | | |
| |- External customers | | | |
| | | | | |
| |business | | | |
| |private | | | |
| |groups of people | | | |
| |different nationalities | | | |
| |with different requirements | | | |
| |domestic customers | | | |
| |overseas customers | | | |
| |young children | | | |
| |elderly | | | |
| |disabled | | | |
| |others (eg. Angry, confused etc) | | | |
| | | | | |
| | | | | |
| |iii. Identify Customers’ needs | | | |
| | | | | |
| |- information |Task 1 | | |
| |- enquiry | | | |
| |- purchase goods and services | | | |
| |- routine | | | |
| |- non routine | | | |
| | | | | |
| | | | | |
| |iv. Identify on how to exceed customers’ expectations | | | |
| | |Task 2 | | |
| |- good customer service and care | | | |
| |- right impression | | | |
| |- prompt attention | | | |
| |- good communication | | | |
|2. Prepare themselves for work |Identify and describe attributes of self-preparation for |Task 2 |Demonstrate an understanding on | |
|and their work area for |working in customer service | |how to prepare yourself for work. | |
|customer service | | | | |
| |- positive attitude | |Self cleanliness | |
| |- personal presentation | | | |
| |- dress code | |Positive attitudes towards others | |
| |- posture | | | |
| |- personal space | |Teamwork | |
| |- first impression | | | |
| |- knowledge of product and services | |Health and safety | |
| |- organisation’s guidelines |Task 3 | | |
| |- standards | | | |
| |- teamwork | | | |
| | | | | |
| | | | | |
| |Identify and describe factors working in customer service area | | | |
| | | | | |
| |- appropriate equipment | | | |
| |- safe and tidy work area | | | |
| |- efficient use of space | | | |
| |- health and safety | | | |
| |- fire safety | | | |
| |- accidents | | | |
|3. Demonstrate good |Identify different types of communication |Task 4 and 5 |Identify the importance of | |
|communication skills | | |communication skills | |
| |- verbal | | | |
| |- non-verbal | |Effective communication skills | |
| |- body language | | | |
| | | | | |
| | | | | |
| |Demonstrate different methods of communications | | | |
| | | | | |
| |- face-to-face | | | |
| |- letter | | | |
| |- telephone | | | |
| |- email | | | |
| |- internet | | | |
| |- intranet | | | |
| |- confidential information | | | |
| | | | | |
| | | | | |
| |iii. Recognise effective communication skills | | | |
| | | | | |
| |- appropriate spoken or written language | | | |
| |- level of voice | | | |
| |- tone of voice | | | |
| |- welcoming | | | |
| |- assisting | | | |
| |- questioning | | | |
| |- listening | | | |
| |- telephone skills | | | |
| |- smile | | | |
| |- eye contact | | | |
| |- facial expression | | | |
| |- gestures | | | |
| |- recording | | | |
| |- relaying messages | | | |
|4. Provide good care and |Identify and demonstrate efficient care for customers |Task 6 |Identify and provide good care and| |
|services to customers | | |services to customers | |
| |- attentiveness | |Communication skills | |
| |- attitude | | | |
| |- selecting and providing accurate and appropriate information | | | |
| |- exceeding customers’ expectation | | | |
| |- over-promise and under-deliver | | | |
| | | | | |
| | | | | |
| |Identify and demonstrate efficient services for customers | | | |
| | | | | |
| |- assisting customers | | | |
| |- offering help | | | |
| |- communicating | | | |
| |- providing products or services | | | |
| |- delivery times/dates | | | |
| |- responding to changes in customer needs | | | |
| |- sneeking assistance when required | | | |
| |- organizational limitations and guidelines | | | |
| |- keeping records and information | | | |
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SCHEME OF WORK
HOSPITALITY, TRAVEL AND TOURISM
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