BOOK
BTEC Level 2 Technical Certificate in Business Customer Services Operations Learner Handbook with ActiveBook
Jonathan Pryce | Elaine Jackson | Bethan Bithell | Kath Grenyer
(2017)
Additional Information
Book Details
Abstract
Packed with practical activities and planning support to help you deliver these exciting new qualifications.
- A complete unit-by-unit course companion for learners.
- Helps prepare learners for specific job roles.
- Includes ‘Hands on’ and ‘Ready for Work?’ features to develop practical skills.
- Assessment practice activities and dedicated ‘Getting Ready for Assessment’ sections support preparation for assignments, tasks and external tests.
Table of Contents
Section Title | Page | Action | Price |
---|---|---|---|
Front Cover | Front Cover | ||
Contents | iii | ||
How to use this book | iv | ||
Chapter 1: The Customer Service Environment | 2 | ||
A: The business environmentin which customer service operates | 4 | ||
A1: Features of businesses | 4 | ||
A2: Structure and organisation | 11 | ||
A3: Aims of businesses | 14 | ||
B: Customer service | 16 | ||
B1: Meaning, purpose and scope of customer service | 16 | ||
B2: Customer service roles | 22 | ||
B3: Customer service behaviours, attributes and skills | 23 | ||
B4: Provision of effective customer service | 27 | ||
B5: Importance of eff ective customer service | 30 | ||
B6: Importance of eff ective follow-up or after-sales service | 31 | ||
C: How the delivery of customer service is affected by legislation, regulation,and ethical and environmental considerations | 33 | ||
C1: Consumer rights | 33 | ||
C2: Health and safety legislation | 36 | ||
C3: Ethical and environmental considerations that affect customer service | 38 | ||
C4: Equality legislation affecting customer service | 40 | ||
C5: Legislation affecting the use and storage of customer information | 42 | ||
D: Customer service and the customer complaints process | 43 | ||
D1: Barriers to providing effective customer service | 43 | ||
D2: Types of complaint | 45 | ||
D3: Best practice for dealing with complaints | 46 | ||
D4: Reasons to use a customer complaints and feedback process | 47 | ||
Work Focus | 49 | ||
Getting ready for assessment | 50 | ||
Sample questions and answers | 51 | ||
Chapter 2: Delivering Customer Service Face to Face | 54 | ||
A: Demonstrate verbal and non-verbal communication skills appropriate to customer service situations | 56 | ||
A1: Verbal communication skills | 56 | ||
A2: Non-verbal communication skills | 59 | ||
A3: First impressions | 61 | ||
A4: Interpersonal skills | 63 | ||
A5: Types of situation | 65 | ||
B: Deliver customer service to meet the needs and expectations of customers | 67 | ||
B1: Internal and external customers | 67 | ||
B2: Customer needs and expectations | 68 | ||
B3: Legislation, codes of practice and organisational standards | 71 | ||
B4: Teamwork | 75 | ||
B5: Dealing with customer conflict and challenge | 78 | ||
C: Review customer service skills in different situations | 82 | ||
C1: Individual skills audit of customer service skills | 82 | ||
C2: Using feedback to develop and support customer service skills development | 85 | ||
Work Focus | 89 | ||
Chapter 3: Delivering Digital Customer Service | 90 | ||
A: Explore the use of web-based digital technology in the delivery of customer service | 92 | ||
A1: Web-based digital technology | 92 | ||
A2: Maintaining the security of web-based digital technology | 99 | ||
B: Use appropriate web-based digital technology to deliver customer service | 104 | ||
B1: Use a range of web-based digital technology to deliver customer service | 104 | ||
B2: Assist customers with routine queries and requests using web-based digital technology | 109 | ||
B3: Assist customers with problems or complaints using web-based digital technology | 114 | ||
C: Communicate formally in writing with customers using digital technology | 117 | ||
C1: Follow organisational guidelines when writing to customers using email | 117 | ||
C2: Communication skills and techniques | 120 | ||
Work Focus | 123 | ||
Chapter 4: Improving Customer Service | 124 | ||
A: Explore the importance of continuous improvement in customer service | 126 | ||
A1: Continuous improvement in customer service | 126 | ||
A2: Organisational factors affecting continuous improvement | 129 | ||
A3: Importance of continuous improvement | 135 | ||
B: Investigate the use of customer feedback to inform continuous improvement in customer service | 137 | ||
B1: Methods of collecting customer feedback | 137 | ||
B2: Considerations in collecting customer feedback | 143 | ||
B3: Using customer feedback to make improvements in customer service | 145 | ||
C: Interpret customer feedback and recommend improvements to customer service within an organisation | 146 | ||
C1: Interpreting customer feedback | 146 | ||
C2: Recommending opportunities for improvements | 150 | ||
Work Focus | 156 | ||
Answers | 158 | ||
Glossary | 160 | ||
Index | 163 | ||
Back Cover | Back Cover |