UNDERSTANDING AND CONTRIBUTING TO THE ACHIEVEMENT OF CUSTOMER SATISFACTION

Part -1

1.1 Summarise about the purposes of the organisation for example; services and products provided, customer base, market share, aims and objectives.

1.2 Explain the cultures and ethical behaviours required in the organisation with regard to customers

1.3 Explain how these cultures and ethical behaviours apply in practice

Part -2

2.1 Describe 3 ways of communicating information on customer ethos to those within your area of responsibility

2.2 Critically compare the 3 methods given

• Customer service manuals
• Oral training
• Team work presentations

2.3 Clarify which is the most appropriate form of communication within your organisation and justify your views

2.4 Explain how to measure the level of understanding of individuals within your area of responsibility

Part -3

3.1 Explain how to research the customer service delivery including resource, time scale and KPI's against organizational standards, customer expectations, industry recognized benchmarks and national standards

3.2 Explain how to use the information gathered to evaluate performance to include who to involve in the review, when to complete it and prioritising information

3.3 Classify the types of findings that may indicate a need to;

Part -4

4.1 Explain how to identify strategies that will give the opportunity for individuals and teams to help the organisation improve in the areas identified,

4.2 Explain how to evaluate the effects of implementing a revised customer service strategy with regards to costs, timescales and impact on service levels.

4.3 Describe when and how to present the proposed revised strategy and who to present to

Part -5

5.1 Explain the typical areas of service or products provided by the organisation that attracts customer complaints

5.2 Classify the types of complaints to indicate;

5.3 Explain the organizational procedures for dealing with:

5.4 Summarise the information necessary to carry out an accurate investigation of customer complaints

5.5 Explain the steps in the organisation's process for the investigation of customer complaints, to include lines of communication, recording and reporting procedures

5.6 Explain how to analyze the findings of the investigation and

5.7 Explain how to review a range of potential solutions to decide on the most appropriate course of action

5.8 Explain the organizational procedure for escalating or referring complaints and when this may be necessary

Part -6

6.1 Explain how to keep the customer and other relevant persons informed of the proposed action to be taken

6.2 Explain how to implement the agreed action and liaise with the customer to ensure the outcome of the actions has produced a satisfactory outcome

Part -7

7.1 Explain how to analyze the customer service evaluation methods and the KPI used and justify the reasons they are valid or otherwise

7.2 Explain how to identify the patterns and trends in customer complaints

7.3 Explain why it is important to identify trends in customer complaints and how this information can be used to improve customer service delivery

Part -8

8.1 State 3 benefits of having good working relationships with colleagues

8.2 Explain 3 benefits of having good relationships with customers