ASTCS21 Deliver reliable customer service
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- Brian Quinn
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1 Overview This Unit is all about how you deliver consistent and reliable service to customers. As well as being good with people, you need to work with your organisation's service systems to meet and, wherever possible, exceed customer expectations. In your job there will be many examples of how you combine your approach and behaviour with your organisation's systems. You need to prepare for each transaction with a customer, deal with different types of customers in different circumstances and check that what you have done has met customer expectations. To meet this standard you have to deliver excellent customer service over and over again. Customer Service Standards When you deliver reliable customer service you must consistently: There are three elements: 1 Element 1. Prepare to deal with your customers 2 Element 2. Give consistent service to customers 3 Element 3. Check customer service delivery ASTCS21 1
2 Performance criteria Prepare to deal with your customers P1 P2 P3 keep your knowledge of your organisation s services or products up-todate ensure that the area you work in is tidy, safe and organised efficiently prepare and arrange everything you need to deal with your customers before your shift or period of work commences Give consistent service to customers P4 P5 P6 P7 P8 P9 make realistic promises to your customers about the delivery of services or products ensure that your promises balance the needs of your customer and your organisation keep your promises to your customers inform your customers if you cannot keep your promises due to unforeseen circumstances recognise when your customer s needs or expectations have changed and adapt your service to meet their new requirements keep your customer informed if delivery of the service needs to involve passing them on to another person or organisation Check customer service delivery P10 check that the service you have given meets your customer s needs and expectations P11 identify when you could have given better service to your customer and how your service could have been improved P12 share information with colleagues and service partners to maintain and improve your standards of service delivery ASTCS21 2
3 Knowledge and understanding You need to know and understand: K1 K2 K3 K4 your organisation's procedures and systems for delivering customer service methods or systems for measuring an organisation's effectiveness in delivering customer service your organisation's procedures and systems for checking service delivery your organisation's requirements for health and safety in your area of work ASTCS21 3
4 ADDITIONAL INFORMATION Glossary 1. prepare service 2. keep promises 3. inform customers 4. check delivery 5. improve service 6. share information ASTCS21 4
5 Developed by Asset Skills Version number 1 Date approved November 2009 Indicative review date Validity Status Originating organisation Original URN Relevant occupations November 2011 Current Original Institute of Customer Service CS21 Business, Administration and Law; Agriculture; Managers and Proprietors in Hospitality and Leisure Services; Urban, rural and regional planning; Administration; Law and legal services; Managers in Farming, Horticulture, Forestry and Fishing; Legal Professionals; Architects, Town Planners and Surveyors; Public Service Professionals; Administration and Secretarial Occupations; Government and Related Organisations; Business and Finance Associate Professionals Suite Local Land Charges and Property Information 2009 Key words deliver, reliable, customer service, organisation, systems, transaction, circumstances, expectations ASTCS21 5
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