Updated on: 14-12-2024 Customer relations are at the heart of every business. Every business has a purpose
which eventually leads, directly or indirectly, to customers. They may be purchasers
and consumers of products or services; providing good customer service is therefore
critical to the success of every business as it impacts on its reputation and can give it
a competitive advantage. It can also ensure repeat custom and encourage new custom.
This unit will develop and broaden your understanding of customer service in different
businesses, why it is important to provide consistent and reliable customer service,
and the wide range of internal and external customers. It covers why it is important for
businesses to create internal policies and procedures to ensure that all staff maintain
consistent customer service standards. You will complete practical activities to develop
your own customer service skills which you will evaluate.
There are many ways that businesses can monitor and evaluate their customer service
provision to support further improvement. You will discover that a business needs to
regularly evaluate its performance, be responsive to its customers and make swift
enhancements where needed to benefit the customer, the business and the employees