Level 1 Understanding Customer Service in the Retail Sector Unit 2 (T/502/5819)

The learner will:

1.Understand the importance of customer service to a retail business.

The Learner can:

1.1State what is meant by customer service in a retail business.

1.2 Outline how customer service contributes to the success of a retail business.

The Learner will:

2. Understand what gives customers a positive initial impression of a retail business and its staff.

The Learner can:

2.1 outline the factors which contribute to a customer’s initial impression of a retail business.

2.2 Outline how the staff of a retail business can help to give customers a positive initial impression.

 

For both questions 1 and 2 we will have a group discussion- you will need to contribute verbally and we will record the conversations.

 

Level 1 Unit 2 Understanding Customer Service in the retail sector      (T/502/5819)

The Learner will:

Understand how customer service is adapted to meet the needs of individual customers.

The Learner can:

3.1 List the types of service which customers may need, including help with gaining access to products, facilities and information.

3.2 List the main ways of meeting customers needs for service, including ways of giving customers access to products, facilities and information.

Do a spider diagram with the information about the required services and ways of meeting these needs (we will do this as a group to start you off and then you can finish on your own).

 

Level 1 Unit 2 Understanding Customer Service in the retail sector      (T/502/5819)

The Learner will:

4. Understand the importance of communication to the delivery of customer service.

The Learner can :

4.1 Outline how written communication can contribute to the effectiveness of customer service. Answer this question.

4.2 Outline how spoken communication and body language can contribute to the effectiveness of customer service. Answer this question.

4.3 State how different types of questions can be used to find out what customers need. Design a questionnaire- devise questions for customers so you can ask what their needs are. Do at least 10 questions.

4.4 State why it is important to listen to customers. Answer this question.

 

Level 1 Unit 2 Understanding Customer Service in the retail sector      (T/502/5819)

The Learner will:

5.Understand a variety of customer complaints and problems

The Learner can:

5.1 List the main types of customer complaints and problems

List at least 10 typical complaints or problems that customers might have ( include as much detail as possible.

5.2 Identify solutions to typical customer complaints and problems.

Find solutions for your 10 typical complaints or problems that you chose for 5.1.

5.3 Outline the ways in which the law protects the rights of consumers.

Research customer protection laws. Write an overview of the information that you find. We will guide you as to where you can find the most up to date information.