Effective customer service Level 2 Unit 1 LO1 lesson 4.
Effective customer service Level 2 Unit 1 LO1
Effective customer service
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Slide 1: Slide
This lesson contains 14 slides, with interactive quizzes and text slides.
Items in this lesson
Effective customer service Level 2 Unit 1 LO1
Effective customer service
Slide 1 - Slide
The learner could produce a case study report describing a range of different customer types and how their needs are met, or exceeded, by types of facilities and services in at least 2 different organisations. These would include hotel, travel agent, tourist information centre, tour guiding, transport operator.
The learner will describe good customer service, including having a welcoming attitude, good listening skills, being polite and efficient etc.
Learners should include a description of how customer service is measured and the importance of it (eg mystery shopper, Michelin Guide, travel research platforms (eg Trip Advisor), organisation’s own website or customer satisfaction survey).
Evidence could be obtained by watching relevant TV programmes or visiting organisations and enabling learners to work out solutions to an identified problem halfway through or before the end of the programme or visit.
Produce a written statement as to why any customer service is important. This would include examples of customer service policies; complaints procedures; staff recruitment and training.
Produce a study of company policy statements, such as one large - eg TUI, Hilton, McDonalds, British Airways - and one smaller, eg Sunvil, Hays Travel, Flybe, a local restaurant. A comparison of a selection of these should be included.
The learner could produce a case study report describing a range of different customer types and how their needs are met, or exceeded, by types of facilities and services in at least 2 different organisations. These would include hotel, travel agent, tourist information centre, tour guiding, transport operator.
The learner will describe good customer service, including having a welcoming attitude, good listening skills, being polite and efficient etc.
Learners should include a description of how customer service is measured and the importance of it (eg mystery shopper, Michelin Guide, travel research platforms (eg Trip Advisor), organisation’s own website or customer satisfaction survey).
Evidence could be obtained by watching relevant TV programmes or visiting organisations and enabling learners to work out solutions to an identified problem halfway through or before the end of the programme or visit.
Produce a written statement as to why any customer service is important. This would include examples of customer service policies; complaints procedures; staff recruitment and training.
Produce a study of company policy statements, such as one large - eg TUI, Hilton, McDonalds, British Airways - and one smaller, eg Sunvil, Hays Travel, Flybe, a local restaurant. A comparison of a selection of these should be included.
Assignment Brief LO1
Slide 2 - Slide
Grade Criteria
Slide 3 - Slide
Learning Objectives
- Understand the assignment
- Explain how a large travel and tourism organisation gives excellent customer service to their customers and why it is important
- Explain how a small travel and tourism organisation (e.g. The Baltic Centre for Contemporary Art) gives excellent customer service and why it is important
- Compare the two organisations you have chosen, explaining what is the same and what is different
Slide 4 - Slide
what makes customer service different in a large or small organisation?
Slide 5 - Mind map
Explain how a large travel and tourism organisation gives excellent customer service to their customers and why it is important.
- Customer Satisfaction Surveys
- •In-App Surveys
- •Post-Service Surveys
- •Long Email Surveys
- Customer Satisfaction Score (CSAT)
- Social Media Monitoring – TripAdvisor/Facebook/Twitter
- Mystery shoppers
- Focus Groups
- Complaint/compliment letters
- Staff feedback
Slide 6 - Slide
Explain how a large travel and tourism organisation gives excellent customer service to their customers and why it is important.
Choose from Hilton Hotel or Jury’s Inn
Include the following where possible:
- Mission statement
- Complaints procedure
- Customer Service standards
- Staff recruitment and training information
- Ways the organisation can evaluate customer service
- Make sure you include a range of sources of information including company website, personal experience, Trip Advisor, Trust pilot, mystery shopper, complaints, staff feedback etc.
Slide 7 - Slide
Explain how a small travel and tourism organisation (e.g. The Baltic Centre for Contemporary Art) gives excellent customer service and why it is important
- Customer Satisfaction Surveys
- •In-App Surveys
- •Post-Service Surveys
- •Long Email Surveys
- Customer Satisfaction Score (CSAT)
- Social Media Monitoring – TripAdvisor/Facebook/Twitter
- Mystery shoppers
- Focus Groups
- Complaint/compliment letters
- Staff feedback
Slide 8 - Slide
Explain how a small travel and tourism organisation (e.g. The Baltic Centre for Contemporary Art) gives excellent customer service and why it is important
Include the following where possible:
- Mission statement
- Complaints procedure
- Customer Service standards
- Staff recruitment and training information
- Ways the organisation can evaluate customer service
- Make sure you include a range of sources of information including company website, personal experience, Trip Advisor, Trust pilot, mystery shopper, complaints, staff feedback etc.
Slide 9 - Slide
You must include the following:
o Define what is good customer service. Use a reference. Add 2 pictures of customer service
o In your own words – what does customer service mean? Give 4 examples of good customer service
o Explain the background to the business with a brief history
o What are the products and services of the business
o Who are the different types of customers? (family, solo, couples, groups, grey gappers, additional needs)
o Link to products and services to the customers – how does the company meet their needs through the products and services. At this point, in your opinion, does the company meet, exceed or fail to meet customer service?
o Description of how customer service is measured and the importance of it
o Evaluate – how is customer service measured in the company? Do they take feedback seriously?
o Complaints – what are the most complaints about? How are complaints dealt with? What is the procedure to deal with a complaints?
o At this point, in your opinion , evaluate the complaint procedure – do think it is effective or insufficient? Can the company improve in anyway?
o Write the mission/vision/values of each company – what does this say about the company?
o Produce a written statement as to why any customer service is important. This would include examples of customer service policies; complaints procedures, staff recruitment and training.
o Which do you like the most and why?
You must include the following:
o Define what is good customer service. Use a reference. Add 2 pictures of customer service
o In your own words – what does customer service mean? Give 4 examples of good customer service
o Explain the background to the business with a brief history
o What are the products and services of the business
o Who are the different types of customers? (family, solo, couples, groups, grey gappers, additional needs)
o Link to products and services to the customers – how does the company meet their needs through the products and services. At this point, in your opinion, does the company meet, exceed or fail to meet customer service?
o Description of how customer service is measured and the importance of it
o Evaluate – how is customer service measured in the company? Do they take feedback seriously?
o Complaints – what are the most complaints about? How are complaints dealt with? What is the procedure to deal with a complaints?
o At this point, in your opinion , evaluate the complaint procedure – do think it is effective or insufficient? Can the company improve in anyway?
o Write the mission/vision/values of each company – what does this say about the company?
o Produce a written statement as to why any customer service is important. This would include examples of customer service policies; complaints procedures, staff recruitment and training.
o Which do you like the most and why?
Slide 10 - Slide
Compare the two organisations you have chosen, explaining what is the same and what is different.
- Customer Satisfaction Surveys
- •In-App Surveys
- •Post-Service Surveys
- •Long Email Surveys
- Customer Satisfaction Score (CSAT)
- Social Media Monitoring – TripAdvisor/Facebook/Twitter
- Mystery shoppers
- Focus Groups
- Complaint/compliment letters
- Staff feedback
Slide 11 - Slide
Write down 3 things you learned in this lesson.
Slide 12 - Open question
Ask 1 question about something you haven't quite understood yet.
Slide 13 - Open question
Summary
At the end of the lesson:
- you will understand the assignment and grade criteria
- Explain how a large travel and tourism organisation gives excellent customer service to their customers and why it is important
- Explain how a small travel and tourism organisation (e.g. The Baltic Centre for Contemporary Art) gives excellent customer service and why it is important
- Compare the two organisations you have chosen, explaining what is the same and what is different
