2. GIVING EXCEPTIONAL CUSTOMER SERVICE TO EXTERNAL CUSTOMERS

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1 . GIVING EXCEPTIONAL CUSTOMER SERVICE TO EXTERNAL CUSTOMERS You have now produced evidence and have been observed delivering excellent to your external customers. There are occasions when you will go over and above delivering your usual standards of ; this is when you give exceptional. It is less likely to occur when your assessor is with you and so you can use an expert witness to observe you. This person can write up what they observe into a witness testimony. Your assessor will be able to advise how this should be done. KNOWLEDGE AND UNDERSTANDING You have already covered the basic knowledge and understanding of delivering excellent in the first activity of this visit and you are not required to repeat this exercise. However, you must now demonstrate that you know how to go the extra mile to deliver exceptional. NVQ Unit 14: 1.1 Task 1 In order to deliver exceptional, you need to add a personal touch when you are working with s. Complete the exercise below to demonstrate that you understand what systems and procedures within your company allow you to add a personal touch to the service you deliver. Identified systems/procedure that allow for a personal touch How have you used this? Example: It is company policy to always contact customers by their preferred method of communication and at a time convenient to them Example: I stayed late in the evening to telephone a customer about their order 46 M0_CUST_AB_L03_0314_U0.indd 46 Original text and illustrations Pearson Education Limited, /05/011 15:58

2 Identified systems/procedure that allow for a personal touch How have you used this? EVIDENCE GATHERING In this activity you will identify an area of your work that will capture evidence of how you deliver exceptional. Your assessor will help you to identify suitable items of evidence. You need to gather evidence of activity within areas of your work to demonstrate that: a. you make extra efforts to improve your relationship with your customers b. you recognise opportunities to exceed s expectations c. you take action to exceed s expectations within the limits of your own authority d. you observe and listen to s carefully for signs that will guide you on how to personalise the service e. you let the customer know that you understand and that you are there to help f. you can identify opportunities to help or direct outside of normal routines and procedures g. you can identify customers with particular needs who would especially appreciate personal service h. you can balance the time that you take when giving individual attention to one customer with the needs and expectations of other customers i. you make extra efforts to show how willing and able you are to give a more personal service. Original text and illustrations Pearson Education Limited,

3 NVQ Unit 14: 1., 1.3, 1.4, 1.5, 1.6, 1.7 Unit 35:.1, 3.1, 3., 3.3, 4.4 Suggested evidence may include: witness testimony from your line manager confirming all of the above, giving specific examples of how you have met the criteria on the previous page completion of the log sheet below, with supporting evidence if appropriate. Overview of the exceptional given What signs did you pick up to be able to make your personal to your customer? What opportunities were there for you to direct outside of normal routines and procedures? What particular needs did this customer have that would make them appreciate your personal service? How did you balance your time between this customer and the needs and expectations of your other customers? Example: The customer needed a power tool that afternoon, but we did not have one in stock. I had to think of an alternative solution Example: The customer explained that he needed this tool to be able to provide a service for his own customer Example: I telephoned other companies locally that might possibly have the tool he required Example: The customer did not speak English well, so really appreciated me telephoning other companies as he was not confident to do so Example: There was another customer waiting to be served, so I excused myself from the original customer to get help from the back office continued 48 M0_CUST_AB_L03_0314_U0.indd 48 Original text and illustrations Pearson Education Limited, /05/011 15:59

4 Overview of the exceptional given What signs did you pick up to be able to make your personal to your customer? What opportunities were there for you to direct outside of normal routines and procedures? What particular needs did this customer have that would make them appreciate your personal service? How did you balance your time between this customer and the needs and expectations of your other customers? Original text and illustrations Pearson Education Limited,

5 BTEC Unit 4:.3, 3.4 NVQ Unit 14: 1., 1.3, 1.4, 1.5, 1.6, 1.7,.1,.,.3,.4,.5,.6 Unit 35: 1.1, 3.1, 3., 3.3 PUTTING IT INTO PRACTICE This activity will enable your assessor to examine your competence by observing you carrying out workplace activities. This might include asking related questions to test your underpinning knowledge. Because of the nature of this task and the difficulty in your assessor undertaking an observation, your assessor may accept a witness testimony from your line manager as described before, or conduct a professional discussion. a. Type of observation opportunity giving exceptional customer service to an external customer You will be observed providing exceptional to your external customers. Your assessor will be looking for the following skills: that you make extra efforts to improve your relationship with that you recognise opportunities to exceed s expectations that you take action to exceed s expectations within the limits of your authority that you listen to carefully for signs that will guide you on how to personalise the service that you have let the customer know that you understand and that you are there to help that you are able to identify opportunities to help or direct your customer outside the normal routines and procedures that you can identify customers with particular needs who would especially appreciate personal service that you can balance the time you take when giving individual attention to one customer with the needs and expectations of other customers that you make extra efforts to show how willing and able you are to give a more personal service. 50 M0_CUST_AB_L03_0314_U0.indd 50 Original text and illustrations Pearson Education Limited, /05/011 15:59