Level 2 Diploma in Business Administration Power Point
Level 2 Diploma in Business Administration Power. Point presentation Understand working in a customer service environment Handout 3: The aims of this session are to: State how personal behaviours and presentation create a positive impression. State presentation standards required in different organisations. State customer service standards and practices related to service offers within different organisations. State procedures for protection of customer information and safety. © 2015 City and Guilds of London Institute. All rights reserved. 1 of 20
Level 2 Diploma in Business Administration Attitudes – positive, negative or non-committal judgments. • What is your attitude to the current government? • What is your attitude to social media such as Facebook and Twitter? © 2015 City and Guilds of London Institute. All rights reserved. 2 of 20
Level 2 Diploma in Business Administration Values – are general principles held by individuals such as the need for: • Freedom • Privacy • Honesty • Equality • Competitiveness • Harmony • Order/tidiness. © 2015 City and Guilds of London Institute. All rights reserved. 3 of 20
Level 2 Diploma in Business Administration Beliefs – relate to an individuals faith in the following: • Spiritual • Moral • Social • Intellectual • Political • Economic • Environmental. © 2015 City and Guilds of London Institute. All rights reserved. 4 of 20
Level 2 Diploma in Business Administration Attitudes, values and beliefs An individual’s behaviour is affected by all these and can influence how they deal with customers, colleagues and visitors. What affects our behaviour? • Anger • Happiness/contentment • Sadness • Pressure • Stress © 2015 City and Guilds of London Institute. All rights reserved. 5 of 20
Level 2 Diploma in Business Administration Behaviour in customer service Anger makes us ugly – emitting hostile energy, creating a cause for more ugliness in others. Happiness/contentment makes us smile and respond to customers positively. Sadness can affect our body language and voice and make customers respond in a similar way. Pressure and stress lead to impatience, intolerance and negative behaviours. © 2015 City and Guilds of London Institute. All rights reserved. 6 of 20
Level 2 Diploma in Business Administration Personal presentation and behaviour What personal presentation standards are expected of all customer service personnel? • Discuss this with your group or tutor. What personal behaviours are expected of all customer service personnel? • Discuss this with your group of tutor. © 2015 City and Guilds of London Institute. All rights reserved. 7 of 20
Level 2 Diploma in Business Administration Personal presentation and behaviour ‒ continued Remember: • Different organisations will expect different standards of personal presentation depending on the product or service they provide. • Consider how a customer service professional may dress in a call centre and how they may dress if they worked on a reception of a large multinational business? Consider the following: • How a young client might expect to be spoken to in a trendy music shop when they are enquiring about a new band? • How a client would might expect to be spoken to when complaining over the phone about a service? © 2015 City and Guilds of London Institute. All rights reserved. 8 of 20
Level 2 Diploma in Business Administration Customer service standards and practices Customer service practices are defined in terms such as: • Timeliness • Accuracy • Appropriateness. These relate to products and services and can are often called: Key Performance Indicators (KPIs). © 2015 City and Guilds of London Institute. All rights reserved. 9 of 20
Level 2 Diploma in Business Administration Customer service standards and practices ‒ continued • To deliver KPIs employers need to train employees in their customer service policies and procedures. • Customer service policies will differ from one business to another. Eg: • Large retail chains often refund goods without question. • Some businesses will offer credit if the product or service is not faulty. • What are the benefits of these two practices? © 2015 City and Guilds of London Institute. All rights reserved. 10 of 20
Level 2 Diploma in Business Administration Different types of organisation practices • Large food retailers may set a standard that checkout queues are no longer than three customers. • An energy company call centre may set a standard that phone calls must be answered within a set time or number or rings. • An events coordinator may set a standard of a minimum amount of face to face meetings with their clients. • An internet café may set a standard of a maximum time for customers to use PCs. © 2015 City and Guilds of London Institute. All rights reserved. 11 of 20
Level 2 Diploma in Business Administration Mission and value statements • Organisations will often publish a statement that outlines their company mission or values. • These statements will often outline how customers will benefit and may outline how they will aim to cover: • timeliness • accuracy • appropriateness. • Using the internet or your own organisations, research mission and/or values statements. © 2015 City and Guilds of London Institute. All rights reserved. 12 of 20
Level 2 Diploma in Business Administration Customer service Worksheet 3 ‒ Behaviours, presentation and standard practices. • Complete the worksheet and discuss the answers with your tutor. • The completed worksheet can be used as evidence in your portfolio. © 2015 City and Guilds of London Institute. All rights reserved. 13 of 20
Level 2 Diploma in Business Administration Protecting customers’ information • Regardless of different practices businesses must ensure customer information is protected. • What legislation covers this practice? © 2015 City and Guilds of London Institute. All rights reserved. 14 of 20
Level 2 Diploma in Business Administration The Data Protection Act There are eight principles of The Data Protection Act. Data must be: • Used fairly and lawfully • Used for limited, specifically stated purposes • Used in a way that is adequate, relevant and not excessive • Accurate • Kept for no longer than is absolutely necessary • Handled according to people’s data protection rights • Kept safe and secure • Not transferred outside the UK without adequate protection. © 2015 City and Guilds of London Institute. All rights reserved. 15 of 20
Level 2 Diploma in Business Administration Data protection • Each business will use data and the Act in different ways to implement customer service standards. • Customers have the right to know and be informed of how a business will collect, store and share information. • This should be explained to customers if they give any details about their address, age group, ethnicity, income and bank/building society details. • If details are shared then the customer should agree to it, but sometimes this is not always made clear, especially on the internet or in the small print of a contract. © 2015 City and Guilds of London Institute. All rights reserved. 16 of 20
Level 2 Diploma in Business Administration Protection of customers’ personal information and safety • Information should be safe so that customers feel secure that they will not be inundated with advertisements, cold (phone) calls or at worst identity theft. • Customers’ rights have been covered in a previous session but customers should feel safe when they visit premises. • Businesses need to conduct health and safety risk assessments on all public areas and protect customers and employees from accidents, death, abuse and faulty products and equipment. © 2015 City and Guilds of London Institute. All rights reserved. 17 of 20
Level 2 Diploma in Business Administration Customer service Worksheet 4 ‒ Protection of customer personal information and safety. • Complete the worksheet and discuss the answers with your tutor. • The completed worksheet can be used as evidence in your portfolio. © 2015 City and Guilds of London Institute. All rights reserved. 18 of 20
Level 2 Diploma in Business Administration Summary activity Activity 3 ‒ Know how to work in a customer service role. © 2015 City and Guilds of London Institute. All rights reserved. 19 of 20
Level 2 Diploma in Business Administration Questions? © 2015 City and Guilds of London Institute. All rights reserved. 20 of 20
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