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Unit 14 (Customer Service) - Assignment 2 BTEC Business (Distinction*) £11.99
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  2.  
  3. PEARSON (PEARSON)
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  5. BTEC Business Level 3
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  7. BTEC Business Level 3 - Investigating Customer Service

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Unit 14 (Customer Service) - Assignment 2 BTEC Business (Distinction*)

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Vocational Scenario or Context Your apprenticeship is going well and your supervisor now wants you to take charge of the customer service desk for a week to expand your skills at handling different situations. Task 1 • You must demonstrate customer service skills in at least three different ...

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  • May 23, 2021
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  • 2020/2021
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Unit 14: Investigating Customer Service – Assignment 2

C: Demonstrate customer service in different situations, using appropriate behaviours to meet
expectations.

14/C. P5 Review own customer service skills, identifying gaps where improvements could be
made.

Introduction

In this report I will be reviewing my customer service skills whilst handling a very irritated customer.
In the role play, I was challenged to act as a cashier at a Sainsbury's. The case was that the consumer
had just purchased an item from Sainsbury's. The object had been broken, but they had returned it
without the receipt. Also, by the time they returned the item to the market, it had been marked
down in price. They had the bank transaction for the piece, but we couldn't say whether he
purchased it for the selling price or not. The consumer demanded a refund for the whole purchase
amount. I will have to inform the buyer that we will only reimburse the selling price because they do
not have the receipt showing that he purchased it at the full amount.

One of my customer care strengths was that I had a calm demeanour while dealing with the
disgruntled customer. As soon as the customer began speaking, I realised he was clearly dissatisfied
with a particular circumstance. So, I took a deliberate effort to remain calm because I realised that
using the same tone with the customer would result in the customer being much more agitated and
perhaps preventing them from receiving the guidance and details, they needed. I held the customer
relaxed by assuring him that all is well and that we would do our utmost to fix the problem. I even
asked him a few questions so that he could express all that was on his mind. This was a positive thing
because when I began asking him what we'd have to do, he didn't disturb me because he was certain
I heard what he said. In this case, I demonstrated to a loyal client that I am here to assist him, which
resulted in a calm confrontation.




As the customer approached me about his case, I made sure to pay close attention to what he was
doing. This was critical because I needed to be certain of what he desired as well as understand the
true nature of the problem before making any more decisions. This is also beneficial because my
ability to listen avoided any misunderstanding throughout the procedure. If something happened,
the operation may have been slowed and some buyers would have become irritated because the
delay may have been too long. Since I listened well, I was able to hold the customer calm while still
resolving his dilemma in a timely manner.

When the customer informed me about his case, I had to treat his argument in an apologetic
manner to prevent a heated dispute with me. I did a good job at this by listening to his concerns with
apologies. For example, I might answer, "I understand, and we are so sorry about this," and then tell
him what we'll do to support his situation. Through beginning my answer to him with an apology, I
demonstrate to the customer that I am on his side and that we understand why he is angry. This will
relax the consumer and encourage us to proceed with the operation in a more comfortable manner.

,Communication




Interpersonal skills

When I spoke with my customers, I make sure that my manner and behaviour is friendly and that
they see me as approachable so that I may assist them. I will boost my mood by making an extra
effort to ask others if they require assistance. I should also ensure that I am well-behaved such that I
may not seem unprofessional, as well as for my own health and protection. I am still well-behaved
and just do the work that is assigned to me. As I arrive at work, I must ensure that my grooming is up
to par. Before I leave for work, I wash my hands and brush my teeth as customers and general
workspaces care for good hygiene. Customers can stop utilising you for customer care while you are
smelling.

My skills audit

My qualifications audit assisted me in identifying the skills and weaknesses that might either
improve or hurt my chances of being hired. This is nice because it informs them of your current work
status, which is also significant. This will also demonstrate your expertise and they will be aware of
the style of job you are acquainted with. The skills audit also helped me identify my own strengths
and limitations, as well as how they could impact my prospects. This is beneficial because it helped
me to consider how I would strengthen and demonstrate my strengths more effectively.

My email

One of the email's strengths is that I apologised to the customer before going on to solve the issue. I
apologised for any disruption these problems might have created and assured them that we accept
full responsibility for our conduct. This is positive because it makes the client feel as though the
company cares for them and is really sorry for the inconvenience.

, Development Plan

To Be Expected Goal Actions I Will Make Success Application
Developed Criteria
Hand Make the conversation Learn how to utilise hand Talk to team Showcasing and
Gestures more seem more signals by constantly using the members and let customer
confident and hands to communicate with them service
others. 7ouchMe' is a free
professional assess your gestures
smartphone app that you can
use. This is used to Roleplay this with
communicate with workers by the co- workers or
hand signals. It keeps track of friends to see how
your success and assigns well you are doing
various “missions” to with gestures by
complete. This was selected identifying if you are
because having the software improving or not, this
on the home screen would can, be set in any,
remind me to strengthen my scenario
movements by completing
various missions provided by
the app and tracking them
with reminders.

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