1.1 Evaluate how management and leadership styles impact on customer service
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Learning outcomes
Assessment criteria
1 Understand the principles of
management in customer service
1.1 Evaluate how management and
leadership styles impact on
customer service
1.2 Explain how customer service
systems and processes balance:
● customer satisfaction
● financial considerations
● legislation
1.3 Evaluate the importance of
developing customer service
policies that support the culture and
ethics of the organisation
2 Understand how to manage
recruitment and training to support
customer service
2.1 Analyse the personal and
professional skills required to
deliver effective customer service in
the organisation
2.2 Explain how to recruit and select
staff for a customer service role
2.3 Analyse methods used to train and
develop staff in customer service
delivery
2.4 Explain the relationship between
staff training, experience,
personality and customer service
delivery
3 Understand the management of
customer service delivery
3.1 Analyse the roles and
responsibilities of customer service
management in relation to:
● the organisation’s service offer
● customer expectations
● customer satisfaction
3.2 Appraise the use of customer
service as a competitive tool by the
commercial sector
3.3 Appraise the use of customer
service as a contribution to best
value in the public or third sector
3.4 Evaluate how customer service
values and ethics are demonstrated
and maintained
3.5 Appraise the key features of a
customer service culture within an
organisation
3.6 Analyse how technology can be
used to improve customer service
delivery
4 Understand the value of monitoring,
evaluating and continuous
improvement in customer service
delivery
4.1 Explain the importance of
monitoring the delivery of customer
service within the organisation
4.2 Evaluate the methods for
monitoring customer service
performance
4.3 Explain how risk assessment is
applied within customer service
delivery
4.4 Evaluate ways in which an
organisation can seek continuous
improvement in customer service
4.5 Explain the importance of
establishing collaborative
partnerships in customer service
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