Assignment 2 - What’s the right thing to
do?
Unit 14 – Customer Service
BTEC Business Level 3 Foundation Diploma
,Contents page:
Introduction 3
Demonstrate communication and interpersonal skills appropriate to meet customer needs 3
Review own customer service skills, identifying gaps where improvements can be made 5
SWOT analysis 7
Present a clear, effective development plan for own customer service skills 8
Assess how the development plan has improved the performance of customer service skills 10
Demonstrate initiative in making high-quality justified recommendations to develop own
communication and interpersonal skills to meet customer needs 13
,Introduction:
This is self-reflection of my performance in client service. I was successful in
achieving my goals and could improve upon my techniques. Based on this, I have
created a personal development plan to help me continue progressing. This plan
details specific strategies to improve customer service and satisfaction. It is a
detailed plan to help improve skills that could be improved. Effective communication
and interpersonal skills are essential when interacting with customers. In future
situations, I will strive to approach customer needs in a more thoughtful and
considerate manner.
Demonstrate communication and interpersonal skills appropriate to meet
customer needs in different situations.
Communication skills allow people to understand each other by exchanging
information. Speaking effectively requires both oral and written skills. Effective
communication involves being clear and concise, maintaining a polite and confident
demeanour, being respectful of others' opinions, and being able to speak publicly
confidently. Improving communication skills is necessary to be successful. Especially
in customer service-related roles, good communication can mean the difference
between a customer being happy and a customer being disgruntled. People who are
good at interpersonal skills are able to effectively engage, communicate, and work
with others. Interpersonal skills include being able to display positive body language,
being able to empathize with others, being able to listen actively, and being
emotionally intelligent. Communication is essential for good customer service, while
interpersonal skills are a subset of social abilities.
Types of communication:
- Written, email or telephone
- Pitch and tone of voice, open and closed questions, using the telephone
- Sign and body language, listening skills
- Personal presentation approach: attitude, behaviour, hygiene, personality,
conversation skills, giving a consistent and reliable response.
There are many types of customer service situations. These include:
- Providing information, products, or services, promoting additional products
and services, giving advice, taking, and relaying messages
- Limitations of role and authority, keeping records
- Dealing with problems, handling complaints, remedial measures, emergency
situations, organisational policy
, To assess my skills in customer service, we did a roleplay with different customers.
1) Scenario 1: Phone call to book a room at a hotel
This first scenario is a phone call from a customer to book a room at
Travelodge.
Assistant: Good afternoon, you are calling Travelodge, how may I help you
today?
Customer: Hi I want to book a double room for the 5th of June for 2 adults.
Assistant: Okay that let me check if its available for you sir.
Customer: Okay
Assistant: It seems there is no availability for that day for a double room sir, is
there another day that I can book for you?
Customer: What? It says on the website that it is available. Why advertise
something that isn’t available. I want to speak to your manager!
Assistant: There might be a delay with the website sir. It isn’t always accurate.
Is there no other day I can book for you? Or would you like to book a bigger
room as one is available, but it will cost more?
Customer: No, I only need a double room. I’m making a complaint on your
website. I am not satisfied with this.
Assistant: Sorry for the troubles but we appreciate you calling, and feedback is
always welcome. Have a lovely day.
2) Scenario 2: Email from customer regarding shipment
This is scenario is an email from a customer requesting a tracking code for a
product he recently purchased from our electronic store through amazon.
