Distinction BTEC Business Unit 14 Assignment 2 - What's The Right Thing To Do
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Course
Unit 14 - Investigating Customer Service
Institution
PEARSON (PEARSON)
This is the full BTEC Business Unit 14 Assignment 2 - What's The Right Thing To Do Coursework document. This candidate received a Distinction mark for this assignment. Please do not copy this assignment and submit as your own, as you will risk being disqualified from the course
WHAT’S THE RIGHT
THING TO DO?
Unit 14 Assignment 2
PLEASE DO NOT COPY THIS COURSEWORK AND
SUBMIT AS YOUR OWN, YOU MAY RISK BEING
DISQUALIFIED FROM THE COURSE, YOU CAN ONLY
USE IT FOR HELP WITH YOUR OWN
, Unit 14 Assignment 2
Contents
Introduction.................................................................................................................................................4
Communication and Interpersonal Skills.....................................................................................................4
Importance of Face-to-Face Skills in Customer Service...............................................................................4
Benefits and Drawbacks of Face-to-Face Communication.......................................................................4
Importance of Face-to-Face Communication to Tesco............................................................................5
Importance of Email Communication in Customer Service..........................................................................5
Benefits and Drawbacks of Email Communication in Customer Service..................................................5
Importance of Email Communication to Tesco........................................................................................6
Importance of Live Web Chats in Customer Service....................................................................................6
Benefits and Drawbacks of Using Live Web Chats in Customer Service...................................................6
Importance of Live Web Chats to Tesco..................................................................................................7
Importance of EPOS Systems in Customer Service......................................................................................7
Benefits and Drawbacks of using EPOS systems in Customer Service......................................................7
Importance of EPOS Systems for Tesco...................................................................................................8
Importance of Mobile Applications in Customer Service.............................................................................8
Importance of Mobile Applications for Tesco..........................................................................................8
Importance of Telephone Communication in Customer Service.................................................................9
Benefits and Drawbacks of using Telephone Communication in Customer Service................................9
Importance of Telephone Communication for Tesco............................................................................10
Importance of Written Communication in Customer Service....................................................................10
Benefits and Drawbacks of Written Communication in Customer Service............................................10
Importance of Written Communication for Tesco.................................................................................11
Importance of Verbal Communication in Customer Service......................................................................11
Benefits and Drawbacks of Verbal Communication in Customer Service..............................................11
importance of Verbal Communication for Tesco...................................................................................11
Importance of Non-verbal Communication in Customer Service..............................................................12
Benefits and Drawbacks of Non-verbal Communication in Customer Service.......................................12
Importance of Non-verbal Communication to Tesco.............................................................................12
Purpose and Use of Active Listening..........................................................................................................13
Purpose and Use of Paraphrasing..............................................................................................................13
Barriers to Communication........................................................................................................................13
, Unit 14 Assignment 2
Importance of Interpersonal Skills in Customer Service............................................................................14
Behaviours.................................................................................................................................................16
Being Positive........................................................................................................................................16
Offering Assistance................................................................................................................................16
Showing Respect....................................................................................................................................16
Providing Information............................................................................................................................17
Providing Knowledge.............................................................................................................................17
Promoting Additional Information.........................................................................................................18
Giving Advice.........................................................................................................................................18
Taking and Relaying Messages...............................................................................................................18
Limitation and authority........................................................................................................................19
Customer Service Capabilities....................................................................................................................19
Keeping Records....................................................................................................................................19
Dealing with Problems...........................................................................................................................20
Handling Complaints..............................................................................................................................20
Remedial Measures...............................................................................................................................20
Emergency Situations............................................................................................................................21
Organisational Policies...........................................................................................................................21
Skills Audit.................................................................................................................................................22
Enquiries....................................................................................................................................................25
Complaints.................................................................................................................................................28
Customers With Special Requirements......................................................................................................30
SWOT Analysis of Customer Service Roles.................................................................................................33
SWOT Analysis – Self Assessment..........................................................................................................33
SWOT Analysis of Observations.............................................................................................................33
Skills Development Plan.............................................................................................................................33
References.................................................................................................................................................35
, Unit 14 Assignment 2
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