Review and coursework completion

This week’s topics

Review and coursework completion

1. Reviewing the learning outcomes
2. Completing and checking coursework against the criteria
3. Self-assessment

What you will be able to do

• 1.1 State the legislation and regulations which influence customer service.
• 1.2 Explain the difference between product and service quality
• 1.3 Outline examples of good customer service.
• 1.4 Outline examples of poor customer service.
• 1.5 Explain why effective customer service is important to a business.
• 2.1 State the types of customers of a business.
• 2.2 Explain what influences the behaviour of a business’ customers.
• 2.3 State ways in which to measure levels of customer service.
• 2.4 Assess the levels of customer service offered by a business.
• 3.1 Explain how to exceed customer expectations.
• 3.2 Explain how to negotiate effectively.
• 3.3 Explain different factors which increase customer satisfaction.
• 3.4 Recommend ways in which a business could improve its relationships with customers.
• 4.1 Explain why effective interpersonal skills are important in a customer service context.
• 4.2 Explain how to balance the needs of customers with those of a business.
• 4.3 Describe techniques which are used to resolve customer issues and complaints.
• 4.4 Explain how working with others improves a customer’s experience.

Activity

Guided review of every criterion; coursework completion clinic and peer review.

Study materials