Unit 11: Passes and Merits

Unit 11 Checklist: Agnes Aguilar Corsanes
Grading	Marking Criteria	What you need to have produced	Evidenced If not submitted through turnitin. Put the blog / drop box / Google drive URL in the relevant box in this column	Achieved
P1	Describe three different types of customers and their needs and expectations	You need to select a business: Fully describe three different types of customer for that business who should be: ·         1 internal customer ·         2 external customers ·         What are all their needs ·         What are all their expectations	http://wkcagnescorsanes.blogspot.co.uk/2013/06/unit-11-customer-relations-in-business.html	Yes/No
P2	Outline the benefits of good customer service In a selected organisation	The benefits of the good customer service to: ·         Business ·         Employee ·         Customer	http://wkcagnescorsanes.blogspot.co.uk/2013/06/unit-11-customer-relations-in-business.html	Yes/No
P3	Demonstrate presentation, communication and Interpersonal skills in different customer service situations	The three customer service situations are: ·         Face to face sale ·         Telephone enquiry ·         Responding to letter/email of complaint	http://wkcagnescorsanes.blogspot.co.uk/2013/06/unit-11-customer-relations-in-business.html	Yes/No
P4	Explain what contributes to consistent and reliable customer service	be aware of the types and quality of the business’s products and services positive attitude and behaviour Excellent timing – all situations Knowing how to deal with the lack of accessibility/availability of a business’s products and services. Knowing how to meet the customer’s needs. How to work under pressure	http://wkcagnescorsanes.blogspot.co.uk/2013/06/unit-11-customer-relations-in-business.html	Yes/No
P5	Describe how customer service can be monitored and evaluated	Questionnaire/survey Exit interview (Internal customer) Mystery shopper Analysing sales figures Analysing new customer numbers Analysing regular customer numbers	http://wkcagnescorsanes.blogspot.co.uk/2013/06/unit-11-customer-relations-in-business.html	Yes/No
P6	Outline how improvements to the customer service in an organisation could be made.	How could improvements be made to the organisation that you have chosen? These should be about the issues that the monitoring and evaluation have shown to exist. May include: More staff training, more regular staff training,	http://wkcagnescorsanes.blogspot.co.uk/2013/06/unit-11-customer-relations-in-business.html	Yes/No
M1	Explain how different customers’ needs and Expectations can differ	Use the customers that you chose for P1: Explain how their needs and expectations differ from each other.	http://wkcagnescorsanes.blogspot.co.uk/2013/06/unit-11-customer-relations-in-business.html	Yes/No
M2	Display confident presentation, communication And interpersonal skills when demonstrating customer service in a range of customer service situations	You should be appropriate to the customer and role. ·         Formal/Informal language ·         Make and maintain eye contact ·         Have positive body language ·         Stay calm and polite ·         Use industry specific terminology The three customer service situations are: ·         Face to face sale ·         Telephone enquiry ·         Responding to letter/email of complaint	http://wkcagnescorsanes.blogspot.co.uk/2013/06/unit-11-customer-relations-in-business.html	Yes/No
M3	Analyse the importance of customer service to different businesses	·         Analyse the positive benefits of good customer service ·         Analyse the negative effects of bad customer service	http://wkcagnescorsanes.blogspot.co.uk/2013/06/unit-11-customer-relations-in-business.html	Yes/No
M4	Explain how monitoring and evaluating can improve customer service for the customer, the organisation and the employee.	o   Link the value of monitoring and evaluating to the improvements that organisations might make to customer service.  o   Explain how an organisation can make improvements to customer service for customers e.g. quality of service and reliability. o   Explain how an organisation can make improvements to customer service for employees e.g. by using Frederick Herzberg’s management theory to achieve employee job satisfaction.  o   Explain how an organisation can make improvements to customer service to benefit the business e.g. improve the way they train their employees.	http://wkcagnescorsanes.blogspot.co.uk/2013/06/unit-11-customer-relations-in-business.html	Yes/No
D1	Anticipate and meet the needs of different customers in three contrasting situations	You will have to do this by asking questions and by leading them not have them lead you. The three customer service situations are: ·         Face to face sale ·         Telephone enquiry ·         Responding to letter/email of complaint	http://wkcagnescorsanes.blogspot.co.uk/2013/06/unit-11-customer-relations-in-business.html	Yes/No
D2	Analyse how monitoring and evaluating can improve customer service for the customer, the organisation and the employee.	·         Analyse the value of monitoring and evaluating to the improvements that organisations might make to customer service.  ·         Analyse how an organisation can make improvements to customer service for customers e.g. quality of service and reliability. ·         Analyse how an organisation can make improvements to customer service for employees e.g. by using Frederick Herzberg’s management theory to achieve employee job satisfaction.  ·         Analyse how an organisation can make improvements to customer service to benefit the business e.g. improve the way they train their employees	http://wkcagnescorsanes.blogspot.co.uk/2013/06/unit-11-customer-relations-in-business.html	Yes/No