Customer Service
Unit Code : J/601/1790 QCF Level : 4 Credit Value : 15
Aim
This unit enables learners to gain understanding of customer service policies and the purpose of promoting a customer-focused culture and to gain skills to provide customer service.
Unit Abstract
This unit introduces learners to the principles and objectives of customer service, with a focus on business and services operations, for example hospitality, sports, and travel and tourism. The unit will help learners develop an understanding of the nature of a customer service culture and the principle of quality service in the business and services management environment.
The units will help learners to appreciate how important information gathered from customers is and its relevance to improved delivery of services.
Learners must ensure that their evidence relates to the hospitality industry.
Learning Outcomes
On successful completion of this unit a learner will:
Unit Content
LO1 Understand customer service policies within business and services contexts
Policies: policies (structure, use, focus, customer requirements/expectations, product 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; staff 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 within the hospitality industry eg hotels, restaurants, pubs, bars and nightclubs, contract food service providers, hospitality services, membership clubs, events
LO2 Understand the purpose of promoting a customer-focused culture
Communication: types eg verbal, non-verbal body language, written; types of response; use; effect
Customer: central role; customer service culture; identifying and analysing customer requirements and expectations; influences of service provision on customer perceptions
Benefits of improved service: customer satisfaction, repeat business, improved reputation, increased profit
LO3 Be able to investigate customer requirements and expectations
Requirements: sources of information eg customers, staff, management, customer records, past information
Primary research: primary research eg sampling, qualitative, quantitative; interview eg individual, group, survey, observation; contact methods eg mail, telephone, personal
Secondary research: internal eg sales records, yield data, financial information, client databases; external eg government publications, trade journals, periodicals, professional associations, national organisations, commercial data
Satisfaction levels: planning; strategy; assessment of options using researched information; role of the business and services manager; staffing levels; motivating staff; improvements
LO4 Be able to provide customer service within business and services contexts to meet required standards
Types of customers: different age groups eg the elderly, children; different cultural backgrounds; special needs eg physically disabled; satisfied; dissatisfied; under influence eg drugs, alcohol, medication
Customer 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 legislation
Customer service: consultation; advice; personal selling; complaints procedure; reception skills; confidentiality
Guidance
Links
This unit can be linked with the following units in this qualification:
Unit 5: Food and Beverage Operations Management Unit 6: Rooms Division Operations Management Unit 7: The Developing Manager Unit 8: Marketing in Hospitality Unit 13: Conference and Banqueting Management Unit 14: Hospitality Contract and Event Management Unit 21: Small Business Enterprise.
Essential Requirements
The use of appropriate case studies will enhance the relevance of the unit and show how different organisations, both local and national, have developed their customer care policies.
Employer Engagement And Vocational Contexts
Centres should try to establish links with appropriate businesses in order to bring realism and relevance to the unit.
Unit Code : J/601/1790 QCF Level : 4 Credit Value : 15
Aim
This unit enables learners to gain understanding of customer service policies and the purpose of promoting a customer-focused culture and to gain skills to provide customer service.
Unit Abstract
This unit introduces learners to the principles and objectives of customer service, with a focus on business and services operations, for example hospitality, sports, and travel and tourism. The unit will help learners develop an understanding of the nature of a customer service culture and the principle of quality service in the business and services management environment.
The units will help learners to appreciate how important information gathered from customers is and its relevance to improved delivery of services.
Learners must ensure that their evidence relates to the hospitality industry.
Learning Outcomes
On successful completion of this unit a learner will:
- LO1 Understand customer service policies within business and services contexts.
- LO2 Understand the purpose of promoting a customer-focused culture
- LO3 Be able to investigate customer requirements and expectations
- LO4 Be able to provide customer service within business and services contexts to meet required standards.
Unit Content
LO1 Understand customer service policies within business and services contexts
Policies: policies (structure, use, focus, customer requirements/expectations, product 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; staff 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 within the hospitality industry eg hotels, restaurants, pubs, bars and nightclubs, contract food service providers, hospitality services, membership clubs, events
LO2 Understand the purpose of promoting a customer-focused culture
Communication: types eg verbal, non-verbal body language, written; types of response; use; effect
Customer: central role; customer service culture; identifying and analysing customer requirements and expectations; influences of service provision on customer perceptions
Benefits of improved service: customer satisfaction, repeat business, improved reputation, increased profit
LO3 Be able to investigate customer requirements and expectations
Requirements: sources of information eg customers, staff, management, customer records, past information
Primary research: primary research eg sampling, qualitative, quantitative; interview eg individual, group, survey, observation; contact methods eg mail, telephone, personal
Secondary research: internal eg sales records, yield data, financial information, client databases; external eg government publications, trade journals, periodicals, professional associations, national organisations, commercial data
Satisfaction levels: planning; strategy; assessment of options using researched information; role of the business and services manager; staffing levels; motivating staff; improvements
LO4 Be able to provide customer service within business and services contexts to meet required standards
Types of customers: different age groups eg the elderly, children; different cultural backgrounds; special needs eg physically disabled; satisfied; dissatisfied; under influence eg drugs, alcohol, medication
Customer 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 legislation
Customer service: consultation; advice; personal selling; complaints procedure; reception skills; confidentiality
Guidance
Links
This unit can be linked with the following units in this qualification:
Unit 5: Food and Beverage Operations Management Unit 6: Rooms Division Operations Management Unit 7: The Developing Manager Unit 8: Marketing in Hospitality Unit 13: Conference and Banqueting Management Unit 14: Hospitality Contract and Event Management Unit 21: Small Business Enterprise.
Essential Requirements
The use of appropriate case studies will enhance the relevance of the unit and show how different organisations, both local and national, have developed their customer care policies.
Employer Engagement And Vocational Contexts
Centres should try to establish links with appropriate businesses in order to bring realism and relevance to the unit.
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