8. Explain why the expectations and behaviour of individual customers will demand different responses to create rapport and satisfaction. 16.ku.h The knowledge and understanding from unit 16 has been satisfactorily completed, all work carried out by the learner Assessor’s Name: Signature: The work in this unit is all my own Learner’s Name: Signature: Signature: Date: Below are the standards for Unit 16. Working with your assessor you will need to provide evidence that you are competent in each standard. UNIT 16 Customer Service Standards 16.p1.e) adapt your communication to meet the individual needs of your customer f anticipate your customer’s requests and needs for information When you are dealing with customers face-to-face you must 16.p1.g) balance conflicting demands for your attention whilst consistently: maintaining rapport with your current customer 16.p1.h) calm down situations when one customer is adversely 16.p1.a) plan a conversation with your customer that has structure affecting the customer service enjoyed by other customers and clear direction 16.p2.a) present a professional and respectful image when dealing 16.p1.b) hold a conversation with your customer that establishes with your customer rapport 16.p2.b) show an awareness of your customer’s needs for personal 16.p1.c) on your customer and listen carefully to ensure that you space collect all possible information you need from the conversation 16.p2.c) your attention on your customer so that non-verbal 16.p1.d) explain your services or products and your organisation’s cues do not betray disinterest, boredom or irritation service offer to your customer clearly and concisely
8. Explain why the expectations and behaviour of individual customers will demand different responses to create rapport and satisfaction. 16.ku.h The knowledge and understanding from unit 16 has been satisfactorily completed, all work carried out by the learner Assessor’s Name: Signature: The work in this unit is all my own Learner’s Name: Signature: Signature: Date: Below are the standards for Unit 16. Working with your assessor you will need to provide evidence that you are competent in each standard. UNIT 16 Customer Service Standards When you are dealing with customers face-to-face you must consistently: 16.p1.a) plan a conversation with your customer that has structure and clear direction 16.p1.b) hold a conversation with your customer that establishes rapport 16.p1.c) on your customer and listen carefully to ensure that you collect all possible information you need from the conversation 16.p1.d) explain your services or products and your organisation’s service offer to your customer clearly and concisely 16.p1.e) adapt your communication to meet the individual needs of your customer f anticipate your customer’s requests and needs for information 16.p1.g) balance conflicting demands for your attention whilst maintaining rapport with your current customer 16.p1.h) calm down situations when one customer is adversely affecting the customer service enjoyed by other customers 16.p2.a) present a professional and respectful image when dealing with your customer 16.p2.b) show an awareness of your customer’s needs for personal space 16.p2.c) your attention on your customer so that non-verbal cues do not betray disinterest, boredom or irritation
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