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BTEC Level 2 Technical Certificate in Business Customer Services Operations Learner Handbook with ActiveBook

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