Hand book customer service Essay Example for Free

Hand word of honor client returns EssayPolicies policies (structure, use, focus, guest requirements/expectations, product and service knowledge, reference book, 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 lag levels ( catering levels, staff competency, flexibility, reliability and responsiveness)Evaluation purpose sources of feedback accuracy relevance reliability validity methods of data collection improvements staff training and catchment Hospitality industry industries inwardly the hospitality industry eg hotels, restaurants, pubs, bars and nightclubs, contract f ar service providers, hospitality services, membership clubs, events2. make the purpose of promoting a customer-focused culture Communication types eg verbal, non-verbal body language, pen type s of response use effectCustomer central role customer service culture identifying and analysing customer requirements and expectations influences of service provision on customer perceptionsBenefits of improved service customer satisfaction, repeat transaction, improved reputation, change magnitude profit3. Be able 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 Service primordial look for primary research eg sampling, qualitative, quantitative interview 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, study organisations, commercial data Satisfaction levels planning strategy assessment of options victimisation researched information role of the line of merchandise 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 different 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, social 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.T each(prenominal)ing strategies usedFollowing are the different teaching and knowledge 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 to the highest degree basic way of supporting teaching in this module a place for students to access jaw 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 trick out themselves.Presenting LecturesDisplaying these lecture notes with the addition of projectors using power point presentation slides to visualize the information to the students. An increasing m annikin of ways are utilizing to reach students of all different learning styles, to help the students to understand complicated concepts and recall them better by using master graphic tools both on whiteboard and on computers.Interactive TutorialsA set of questions have been designed for each session in assessing student learning of subject press 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. variant 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 f ollow up on the discussion using group presentation and class assessment as the case may be.Summary of lectureFor any session, there will be overall summary at the end teaching session.Attempting the passing banner in classThe student must attempt one or more learning subject question covered in each session and the evidence will be documented