BTEC Level 2 Technical Certificate in Business Customer Services Operations Learner Handbook with ActiveBook
1st Edition
Published on 13. September 2017
176 pages
978-1-292-19739-5 (ISBN)
Description
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.
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Jonathan Pryce | Elaine Jackson | Bethan Bithell
BTEC Level 2 Technical Certificate in Business Customer Services Operations Learner Handbook with ActiveBook
Book
10/2017
Pearson Education Limited
€41.75
Shipment within 10-20 days
Content
- Front Cover
- Contents
- How to use this book
- Chapter 1: The Customer Service Environment
- A: The business environmentin which customer service operates
- A1: Features of businesses
- A2: Structure and organisation
- A3: Aims of businesses
- B: Customer service
- B1: Meaning, purpose and scope of customer service
- B2: Customer service roles
- B3: Customer service behaviours, attributes and skills
- B4: Provision of effective customer service
- B5: Importance of eff ective customer service
- B6: Importance of eff ective follow-up or after-sales service
- C: How the delivery of customer service is affected by legislation, regulation,and ethical and environmental considerations
- C1: Consumer rights
- C2: Health and safety legislation
- C3: Ethical and environmental considerations that affect customer service
- C4: Equality legislation affecting customer service
- C5: Legislation affecting the use and storage of customer information
- D: Customer service and the customer complaints process
- D1: Barriers to providing effective customer service
- D2: Types of complaint
- D3: Best practice for dealing with complaints
- D4: Reasons to use a customer complaints and feedback process
- Work Focus
- Getting ready for assessment
- Sample questions and answers
- Chapter 2: Delivering Customer Service Face to Face
- A: Demonstrate verbal and non-verbal communication skills appropriate to customer service situations
- A1: Verbal communication skills
- A2: Non-verbal communication skills
- A3: First impressions
- A4: Interpersonal skills
- A5: Types of situation
- B: Deliver customer service to meet the needs and expectations of customers
- B1: Internal and external customers
- B2: Customer needs and expectations
- B3: Legislation, codes of practice and organisational standards
- B4: Teamwork
- B5: Dealing with customer conflict and challenge
- C: Review customer service skills in different situations
- C1: Individual skills audit of customer service skills
- C2: Using feedback to develop and support customer service skills development
- Work Focus
- Chapter 3: Delivering Digital Customer Service
- A: Explore the use of web-based digital technology in the delivery of customer service
- A1: Web-based digital technology
- A2: Maintaining the security of web-based digital technology
- B: Use appropriate web-based digital technology to deliver customer service
- B1: Use a range of web-based digital technology to deliver customer service
- B2: Assist customers with routine queries and requests using web-based digital technology
- B3: Assist customers with problems or complaints using web-based digital technology
- C: Communicate formally in writing with customers using digital technology
- C1: Follow organisational guidelines when writing to customers using email
- C2: Communication skills and techniques
- Work Focus
- Chapter 4: Improving Customer Service
- A: Explore the importance of continuous improvement in customer service
- A1: Continuous improvement in customer service
- A2: Organisational factors affecting continuous improvement
- A3: Importance of continuous improvement
- B: Investigate the use of customer feedback to inform continuous improvement in customer service
- B1: Methods of collecting customer feedback
- B2: Considerations in collecting customer feedback
- B3: Using customer feedback to make improvements in customer service
- C: Interpret customer feedback and recommend improvements to customer service within an organisation
- C1: Interpreting customer feedback
- C2: Recommending opportunities for improvements
- Work Focus
- Answers
- Glossary
- Index
- Back Cover
