Meeting Customer Needs

What you cover in this unit

1    Understand customer care and the benefits of good customer care

 

Criteria

1.1 - List basic principles associated with good customer care

 

1.2 - Outline a company’s customer care policy

1.3 - Explain the benefits of an organisation having customer service standards

 

1.4 - Outline common barriers to good customer care

 

1.5 - Describe examples of good practice in customer care

 

2    Know how to meet customer needs

 

Criteria

2.1 - Describe the difference between internal and external customers

 

2.2 - Identify  the needs and expectations of a customer

 

2.3 - Explain why it is important to meet or exceed customer expectations

 

2.4 - Explain how to effectively deal with complaints in own area of responsibility

2.5 - Describe how to deal with difficult customer(s) behaviour

 

 

3    Understand the importance of collecting, storing and interpreting customer feedback

 

Criteria

3.1 - Explain the importance of customer feedback

 

3.2 - Describe different methods of collecting formal and informal feedback from customers

3.3 - Explain how to interpret feedback from customers

 

3.4 - Describe how to improve customer satisfaction

 

3.5 - Outline implications of the Data Protection Act for collecting, storing and using customer feedback

 

You must answer all the criteria (1.1, 1.2, 1.3, 1.4, 1.5, 2.1, 2.2, 2.3, 2.4, 2.5, 3.1, 3.2, 3.3, 3.4, 3.5)

 

 

CS Training UK Ltd is a company registered in England and Wales | Company No: 09217153

 

Postal Address - 7 Peaks Crt  Huntingdon | Cambs | PE29 6XA

Registered Office - Whitleather Lodge Barn | Woolley Road | Spaldwick | Huntingdon | Cambs | PE28 0UD

 

ILM Centre No: 005340 | UKPRN: 10056711

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