Customer service for business
Unit summary
People are the main component of any business, whether they are customers or employees, but without ‘people oriented’ staff, there would be no customers and consequently, eventually no business. It must also be considered that a consistently high standard of customer service will have a positive effect upon the commercial benefits enjoyed any business.
Unit details
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15 Business, Administration and Law
Task-based controlled assessment
| Learning Outcome |
Assessment Criteria |
| 1. Understand customer service and customer care. |
a Explain effective customer service skills
b Explain the psychology of customer behaviour including difficult customers and cultural differences.
c Explain the importance of product knowledge to customer satisfaction
d Identify the components of a customer service policy.
e Explain the differing needs of internal and external customers. |
| 2. Know the laws and regulations relating to customer service. |
a Identify the laws and regulation protecting the customer.
b Identify the impact of customer services laws and regulations on businesses. |
| 3 Understand the impact of customer service. |
a Explain the impact of positive and negative customer service and customer satisfaction on a business.
b Explain the effectiveness of a customer service policy.
b Explain the use of benchmarking by organisations to improve customer services.
c Explain the challenges of providing good customer services in an online environment.
d Analyse the advantages and disadvantages of outsourcing customer services.
e Explain how globalisation has impacted on customer service. |
| 4. Be able to demonstrate effective customer service, in a range of situations. |
a Compare and contrast customer buying experiences from a range of businesses, using reasoned arguments and evidence.
b Demonstrate effective customer handling skills including dealing with difficult customers equitably.
c Evaluate customer service skills and reflect on improvements for future performance. |