1.1 Evaluate how management and leadership styles impact on customer service

Unit 20: A/506/4217 Principles of Customer Service Management

Qualified Writers
Rated 4.9/5 based on 2480 reviews

100% Plagiarism Free & Custom Written - Tailored to Your Instructions

Learning outcomes

Assessment criteria

 

1 Understand the principles of

management in customer service

 

1.1 Evaluate how management and

leadership styles impact on

customer service

1.2 Explain how customer service

systems and processes balance:

● customer satisfaction

● financial considerations

● legislation

1.3 Evaluate the importance of

developing customer service

policies that support the culture and

ethics of the organisation

 

2 Understand how to manage

recruitment and training to support

customer service

 

2.1 Analyse the personal and

professional skills required to

deliver effective customer service in

the organisation

2.2 Explain how to recruit and select

staff for a customer service role

2.3 Analyse methods used to train and

develop staff in customer service

delivery

2.4 Explain the relationship between

staff training, experience,

personality and customer service

delivery

 

3 Understand the management of

customer service delivery

 

3.1 Analyse the roles and

responsibilities of customer service

management in relation to:

● the organisation’s service offer

● customer expectations

● customer satisfaction

3.2 Appraise the use of customer

service as a competitive tool by the

commercial sector

3.3 Appraise the use of customer

service as a contribution to best

value in the public or third sector

3.4 Evaluate how customer service

values and ethics are demonstrated

and maintained

3.5 Appraise the key features of a

customer service culture within an

organisation

3.6 Analyse how technology can be

used to improve customer service

delivery

 

4 Understand the value of monitoring,

evaluating and continuous

improvement in customer service

delivery

 

4.1 Explain the importance of

monitoring the delivery of customer

service within the organisation

4.2 Evaluate the methods for

monitoring customer service

performance

4.3 Explain how risk assessment is

applied within customer service

delivery

4.4 Evaluate ways in which an

organisation can seek continuous

improvement in customer service

4.5 Explain the importance of

establishing collaborative

partnerships in customer service

Price: £119

100% Plagiarism Free & Custom Written - Tailored to Your Instructions