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
2. 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 3. Be able to investigate customer requirements and expectations Requirements: sources of information eg customers, staff, management, customer records, past information
Unit 4: The Customer Service
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
4. 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
To achieve this unit leaner must:
1. Understand customer service policies within business and services contexts
2. Understand the purpose of promoting a customer-focused culture
3. 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 used:
Following are the different teaching and learning 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.
The 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 Handbook
Unit 4: The Customer Service
photocopying and students can access notes prior to lecture and prepare themselves.
Displaying these lecture notes with the addition of projectors using power point presentation slides to visualize the information to the students. An increasing variety of ways are utilizing to reach students of all different learning styles, to help the students to understand complicated concepts and remember them better by using master graphic tools both on whiteboard and on computers.
A set of questions have been designed for each session in assessing student learning of subject matter using both paper based and computer based assessment techniques.
The web and web authoring Students 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.
The students will 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 lecture
For every session, there will be overall summary at the end teaching session.
Attempting the passing criterion in class
The student must attempt one or more learning outcome question covered in each session and the evidence will be documented