1.1 explain the importance of effective teamwork for the delivery of excellent customer service
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Learning outcomes
Assessment criteria
1 Know what makes good customer
Service
1.1 explain the importance of effective
teamwork for the delivery of
excellent customer service
1.2 identify methods of dealing with
different types of customers to
achieve customer satisfaction
1.3 explain the importance of effective
communication in the delivery of
excellent customer service
1.4 describe how customer service
practitioners can ensure their
communication with diverse groups
of customers is effective
2 Understand the value of good
customer service
2.1 explain how customers form their
expectations of customer service
2.2 describe how customer service can
contribute to best value in
organisations
2.3 state how customer service can
provide a competitive advantage for
commercial organisations
2.4 outline the importance of
continuous improvement within
customer service
3 Know about customer service offers
3.1 describe how customer service
offers are designed to meet
customer expectations
3.2 identify how service offers are
affected by resource limitations
3.3 identify the impact that service
offers may have on different people
in the service chain
3.4 outline why organisations need to
balance customer satisfaction with
organisational goals
4 Understand factors affecting the
service offers of organisations
4.1 explain the importance of following
organisational procedures in the
delivery of customer service
4.2 compare the different approaches to
customer service across industries
4.3 describe features of services or
products that can influence
customer service delivery
4.4 justify ethical and value based
approaches of organisations to
customer service
4.5 explain how personal behaviour
affects the success of any changes
to customer service delivery
4.6 outline legislation that impacts on
customer service
4.7 outline external regulation that
impacts on customer service
5 Understand how organisational
policies and procedures can impact
on customer service improvements
5.1 outline types of organisational
policies and procedures that need to
be taken into account when
proposing improvements in
customer service
5.2 explain how to gain approval to
change customer service
procedures
5.3 identify the limitations of the roles
of customer service practitioners
5.4 identify who needs to be involved if
customer service practitioners
cannot authorise improvements
alone
5.5 explain strategies that can be used
to involve colleagues or service
partners in the implementation of
improvements
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