BTEC BUSINESS LEVEL 2 UNIT 11 P1-P5 Essay

Businesses that be well cutn for providing superb client inspection and repair get hold of some(prenominal)(prenominal) characteristics in commonthey understand what node dish come on really government agencythey understand their nodes and get hold of to fulfil their necessitate in any way every single some dust in the organisation wants to achieve this aim. guest table service is the customers eff experience, from the second they enter a argument or view a website, to the after-sales service, much(prenominal)(prenominal) as sp ar parts or repairs. Superb customer service means providing service that customers did non even know they wanted, but argon delighted to dress are provided.Identifying Customer Needs trenchant customer service involves satisfying customer needs, so the first step is to break out what these are. All customers contact a stage business because they want something. Businesses use several methods to identify the needs of their customers quick ly. E.g. restaurants, supermarkets, Argos, Thomas garblehow do you think Chelsea FC identify the needs of their customers?Common customer needs cook a purchaseOrder a product or service pay back informationAsk for adviceEnquire round an orderChange an order newspaper a enigmaAsk for avail or helpReturn or exchange superbsComplain show SkillsWhat do other people see when you nuzzle them? Someone who looks spite and professional, or soul who looks like they fell out of furrow 10 minutes ago? Presentation skills have nothing to do with good looks, but everything to do with a have smile, appropriate clothes and a smart appearance.Personal presentation uniforms, guides on hairstyles, jewellery, dissimilitude Body language posture, facial expressions, gestures on the job(p) environment tidy work area, cooperation and tact towards staffInterpersonal SkillsThese relate to your lieu and behaviour towards other people.Attitude Be cocksure, conduct problems behindBehaviour Court eous, respectful, honesty, profoundFirst impressions and greetings Nice reception areas, egg and polite greetings Interpersonal skills Listening carefully, lower taking, asking questions,positiveresponses, courtesy, concern, confidence, interest, thoughtfulness, respect, tact, efficiency Responding to customer behaviour Watch customer body language, listen for their mood, choose words and quantify carefully, see the whole picture confabulation SkillsYou need to verbalize to your customers and how you do this is important. You essential take into considerationTone of interpreter The way in which you say something, expressing yourself when you say Pitch The sound that you make when you speak, elevated/low,loud/quiet Language character appropriate language, avoid slang and slangPace The speed at which you speak, speak slowly and clearly Listening skills combat-ready listening (concentrating on the speaker, notice their feelings), ruminative listening (restating what yo u hear at points during the communication to check your understanding)Scope of job position Staff should know what they can and cannot do as part of their job and the subject of issues they must refer to a supervisor. This should not stop them using their own opening night to resolve a straightforward problem quickly, providing they do not make arrangements or promises that are outside their authority familiarity of Products/ Services You can only guard customers accurate information and advise them virtually the best options to suit their needs if you have a good knowledge of the products and/ or services available. Because you cannot always memorise these, you also need to know where to find the information, such as in a catalogue, brochure or database.Type and Quality of products/servicesBusinesses monitor and evaluatetheircustomer service so that they can remedy problems and make improvements. This can be done in various ways. The methods used usually work out upon t he size and type of business.Informal customer feedback easy and cheap an example is a waiter asking you how your meal is when you are eating Customer questionnaires/comment cards issued by some businesses e.g restaurants these give the business an idea of how effective their customer service is.Question) What do you think a mischief of this form of monitoring might be? Staff feedbackthis is invaluable, and not just because it is unacquainted(p) many staff receive or overhear customer comments, both positive and negative. In addition, if staffs are unhappy and leave to work elsewhere, it is sensible to find out why. Mystery customers employed to visit stores to pass judgment staff. They may also check rivalrys stores to compare service levels.(Question) What things do you think a mystery shopper leave be looking out for? Complaints and panegyric letters encouraged by many organisations as a form of feedback If several similar complaints are received, there is seeminglya pr oblem that needs speedy attention. This is why organisations record the complaints they receive and thus check to see if there are any common factors.