UNDERSTAND CUSTOMER CARE AND THE BENEFITS OF GOOD CUSTOMER CARE 1 List basic principles associated with good customer care (4marks) 2 Outline a companys customer care policy (4marks) 3 Explain the benefits of an organisation having customer service standards (8 marks) 4 Outline common barriers to good customer care (4 marks) 5 Describe examples of good practice in customer care (8 marks)
KNOW HOW TO MEET CUSTOMER NEEDS 6 Describe the difference between internal and external customers (8 marks) 7 Identify the needs and expectations of a customer (4 marks) 8 Explain why it is important to meet or exceed customer expectations (12 marks) 9 Explain how to effectively deal with complaints in own area of responsibility (8 marks) 10 Describe how to deal with difficult customer(s) behavior ( 4 marks)
UNDERSTAND THE IMPORTANCE OF COLLECTING STORING AND INTERPRETING CUSTOMER FEEDBACK 11 Explain the importance of customer feedback (8 marks) 12 Describe different methods of collecting formal and informal feedback from customers (8 marks) 13 Explain how to interpret feedback from customers( 8 marks) 14 Describe how to improve customer satisfaction (8 marks) 15 Outline some implications of the Data Protection Act for collecting, storing and using customer feedback (4 marks)
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