Level 3 Diploma in Business Administration Power Point
Level 3 Diploma in Business Administration Power. Point presentation Unit 324 (CS 26): Understand the customer service environment Handout 4: Understand the structure of customer service © 2015 City and Guilds of London Institute. All rights reserved. 1 of 16
Level 3 Diploma in Business Administration Understand the structure of customer service • Customer service models and standards. • A customer service model is the way in which an organisation decides to deliver its customer service and the outcomes on which it is focused. • A customer service standard defines the level of service that can be expected. All staff must adhere to this standard. The customer service standards of an organisation can often be found in a customer charter. © 2015 City and Guilds of London Institute. All rights reserved. 2 of 16
Level 3 Diploma in Business Administration Understand the structure of customer service Sales focused model • This model is focused on the amount of sales completed. • The main aim of the organisation is to always secure a sale and therefore a financial reward. • This model focuses heavily on quantitative outcomes and the success of the organisation is measured on this. © 2015 City and Guilds of London Institute. All rights reserved. 3 of 16
Level 3 Diploma in Business Administration Understand the structure of customer service Customer focused model • This model makes the customer the most important element of the organisation. • Organisations that take this approach can be expected to have increased repeat customers and commit time and money to improving services and products in order to satisfy customers. © 2015 City and Guilds of London Institute. All rights reserved. 4 of 16
Level 3 Diploma in Business Administration Understand the structure of customer service Customer experience model • Organisations that use this model are focused on improving the customer experience through the development and implementation of new and evolving products and services. • The customer journey is the main purpose. © 2015 City and Guilds of London Institute. All rights reserved. 5 of 16
Level 3 Diploma in Business Administration Understand the structure of customer service Price/convenience model • An organisation that uses this model is seen as offering cheap products and services in central, easy to access locations. • They usually offer a ‘no-frills’ service for customers who wish to have minimal contact with an organisation. © 2015 City and Guilds of London Institute. All rights reserved. 6 of 16
Level 3 Diploma in Business Administration Understand the structure of customer service Customer service standards often refer to one or more of the following elements: • Timeliness • Accuracy • Appropriateness. © 2015 City and Guilds of London Institute. All rights reserved. 7 of 16
Level 3 Diploma in Business Administration Understand the structure of customer service Standards for timeliness For example: ‘We will answer your call within 2 minutes’ ‘Open 24 hours a day’ ‘Any item delivered the next day’ © 2015 City and Guilds of London Institute. All rights reserved. 8 of 16
Level 3 Diploma in Business Administration Understand the structure of customer service Standards for accuracy For example: • Organisations should correctly process orders • Information given should be correct • Services should be correct and relevant. © 2015 City and Guilds of London Institute. All rights reserved. 9 of 16
Level 3 Diploma in Business Administration Understand the structure of customer service Standards for appropriateness For example: • Responses to enquiries should cover all areas requested by the customer. • The level and content of the response should be appropriate to the situation. Without this an organisation is not meeting the needs and expectations of the customer. © 2015 City and Guilds of London Institute. All rights reserved. 10 of 16
Level 3 Diploma in Business Administration Understand the structure of customer service How does customer service affect operational areas of an organisation? Different organisations have many different operational areas depending on their size and structure. Here’s an example: Administration Distribution Sales Operational areas Human resources © 2015 City and Guilds of London Institute. All rights reserved. Production 11 of 16
Level 3 Diploma in Business Administration Understand the structure of customer service Customer service can effect all other areas of operation – for example: • If a customer service offer promises next day delivery this can effect distribution. • If a customer service transaction involves processing an order this can effect the administration function. Processes and operations are fundamentally linked and each operation can affect the other. This principle forms the basis of the customer service supply chain. • Complete Activity 4 and discuss this with your tutor and the group. © 2015 City and Guilds of London Institute. All rights reserved. 12 of 16
Level 3 Diploma in Business Administration Understand the structure of customer service Customer service also affects the continuous development of an organisation Continuous development is an ongoing effort to improve products, services and service offer, including: • Reviewing performance • Target setting • Implementing changes • Analysing feedback. © 2015 City and Guilds of London Institute. All rights reserved. 13 of 16
Level 3 Diploma in Business Administration Understand the structure of customer service Reviewing performance • Reviewing the customer service performance of teams and individuals can help to identify development activities. • It needs to ensure the organisation is consistently providing a highquality service. Target setting • Target setting can be used to improve the performance of an organisation. • Targets should be SMART and adaptable to individual needs and priorities. • Targets can help with development by tracking performance. © 2015 City and Guilds of London Institute. All rights reserved. 14 of 16
Level 3 Diploma in Business Administration Understand the structure of customer service Implementing changes Implementing a change can assist continuous development by ensuring an organisation updates and adapts its service offers in line with customer needs and expectations. Analysing feedback Feedback analysis is vital in continuous development to ensure an organisation listens to customer views and is able to consistently offer what customers require. © 2015 City and Guilds of London Institute. All rights reserved. 15 of 16
Level 3 Diploma in Business Administration Questions? © 2015 City and Guilds of London Institute. All rights reserved. 16 of 16
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