UNIT 2 Customer service session 5
Marcia
Created on October 31, 2023
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Transcript
UNIT 2 - Customer service Session 5
Starter Task
Look at the next 2 slides, what type of Themed event could this be? In pairs I would like you to discuss what each room maybe offering as part of the event you think it is.
Room 03
Room 02
Room 01
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Room 04
Room 06
Room 05
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A template of these slides has been set up for you to add your answers to. See your UNIT 2 channel/file/session work to complete. It will look like this, click the link Please ensure that you save your own copy, so you can edit. Once complete you will be required to upload this to learner work folder under events. Make sure your names are on the document.
Back to event
Room 01
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Now consider all this criteria for each room. Making sure you log your answers.1.2 recognise opportunities to add value to a customer interaction. 2.1 Provide services to a range of customers face to face, telephone online, internal/external, 2.2 adapt services to meet the needs of a range of customers, payment methods, communication methods. 2.3 Provide 'added value' services to customers. 2,4 Explain to the customer how they have gone the extra mile. How might you do this in this section?2.5 Handle a range of customer complaints in line with agreed procedures, face to face, telephone, online, internal/external.
Room 02
Back to event
Now consider all this criteria for each room. Making sure you log your answers.1.2 recognise opportunities to add value to a customer interaction. 2.1 Provide services to a range of customers face to face, telephone online, internal/external, 2.2 adapt services to meet the needs of a range of customers, payment methods, communication methods. 2.3 Provide 'added value' services to customers. 2,4 Explain to the customer how they have gone the extra mile. How might you do this in this section?2.5 Handle a range of customer complaints in line with agreed procedures, face to face, telephone, online, internal/external.
Room 03
Back to event
Now consider all this criteria for each room. Making sure you log your answers.1.2 recognise opportunities to add value to a customer interaction. 2.1 Provide services to a range of customers face to face, telephone online, internal/external, 2.2 adapt services to meet the needs of a range of customers, payment methods, communication methods. 2.3 Provide 'added value' services to customers. 2,4 Explain to the customer how they have gone the extra mile. How might you do this in this section?2.5 Handle a range of customer complaints in line with agreed procedures, face to face, telephone, online, internal/external.
Tickets
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Tickets
Lorem ipsum dolor sit amet, consectetuer
Tickets
Lorem ipsum dolor sit amet, consectetuer
01
02
03
Back to event
Room 04
Now consider all this criteria for each room. Making sure you log your answers.1.2 recognise opportunities to add value to a customer interaction. 2.1 Provide services to a range of customers face to face, telephone online, internal/external, 2.2 adapt services to meet the needs of a range of customers, payment methods, communication methods. 2.3 Provide 'added value' services to customers. 2,4 Explain to the customer how they have gone the extra mile. How might you do this in this section?2.5 Handle a range of customer complaints in line with agreed procedures, face to face, telephone, online, internal/external.
Back to event
Room 05
Now consider all this criteria for each room. Making sure you log your answers.1.2 recognise opportunities to add value to a customer interaction. 2.1 Provide services to a range of customers face to face, telephone online, internal/external, 2.2 adapt services to meet the needs of a range of customers, payment methods, communication methods. 2.3 Provide 'added value' services to customers. 2,4 Explain to the customer how they have gone the extra mile. How might you do this in this section?2.5 Handle a range of customer complaints in line with agreed procedures, face to face, telephone, online, internal/external.
Back to event
Room 06
Now consider all this criteria for each room. Making sure you log your answers.1.2 recognise opportunities to add value to a customer interaction. 2.1 Provide services to a range of customers face to face, telephone online, internal/external, 2.2 adapt services to meet the needs of a range of customers, payment methods, communication methods. 2.3 Provide 'added value' services to customers. 2,4 Explain to the customer how they have gone the extra mile. How might you do this in this section?2.5 Handle a range of customer complaints in line with agreed procedures, face to face, telephone, online, internal/external.
In addition you will need to add answers to the below.
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3.1 Record customer feedback, using a range of methods Reports, chart, statistics, qualitative/quantitative How might you effectively record customer feedback for an event like this? Make sure you create what this would look like.
Thank you. Whats coming next - you will now be expected to recreate some of the exhibition stages and roleplay the interactions that may occur. according to the information you have just documented.
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Starter task: Situations: In teams you will have limited time to offer solutions to each others situations. You will come up with 4 situations that the other teams will try and offer solutions to in 10 seconds. The team with the most situations solved with great solutions wins. Here are some ideas that you could use: Try and see of you can make at least one related to customer service. You got up late, missed your train and now you are running late for college, what do you do? You had a deadline for a task by tonight, but you forgotAs a manager, how will you make your team work to get the project done last minute?You dog has just vomited all over the rug and you are late for work, what do you do? Your boss has asked you to create a spreadsheet on excel, but you have never used it before, what do you do?