Customer Engagement

Operations Level 2 Module 3 Unit 1

Module 3: Delivering Customer Service

Unit 1: Deliver Professional Customer Service to Customers

Related Content:

This is by no means exhaustive; please seek additional information to supplement reading.

 Organizational image encompasses:  Projecting professional image:

- products - know products and services

- services - treat customers with respect and
- management style courtesy
- activities and actions - be helpful
- remain calm in stressful situations
- be open to criticism

 Organization’s image projected through  Clients’ specific needs and preferences

employee’s: relate to:

- attitude - preferences of different

- behaviour cultures/nationalities
- appearance - family status
- language - age
- gender
- available budget
 Unprofessional customer service involves: - time available
- special interest (e.g. religious,
sporting events and adventure)
- being discourteous - special needs (e.g. wheelchair
- displaying inadequate knowledge of access, language interpreters)
organisation - disabilities
- transferring blame to
colleagues/customers
- speaking negatively about organisation  Features of products:
and others
- being unprepared for customer
- forcing personal beliefs and opinions on - shape
others - size
- projecting negative attitude - colour
- using offensive language - weight
- durability

Facilitator: Ms. Taylor

Customer Engagement
Operations Level 2 Module 3 Unit 1

- capabilities

 Benefits of clarifying customers’ needs and

expectations:  Features of services:

- identifies each customer as an individual - opening hours

- helps avoid stereotypes and - access
generalizations - self-service
- helps avoid
miscommunication/misunderstanding
- helps determine how best to help each
customer
- demonstrate interest in customers

 Enquiries/complaints may relate to:  Recording feedback may involve:

- service content, delivery or quality - written records

- product - taped records
- personnel - simple computer-based systems
- requests - organization feedback forms
- communication
- response time
- documentation  Maintaining confidentiality:
- billing
- follow-up
- do not discuss customer-related business
outside workplace
 Steps in handling customer complaints: - log off computer when stepping away
from station
- lock away records when away from
- listen station
- empathies - only release customer information to
- apologize authorized persons
- offer a solution - limit access to records of customer
- act on problem information
- follow through
- check back

Facilitator: Ms. Taylor

Customer Engagement
Operations Level 2 Module 3 Unit 1

Assessments:
Please complete the following assignments in accordance with the due dates provided.

A)Group Presentation Due: December 4, 2018 (11:20am-1:10pm)

Do a role play in which you have four different customers at your desk, each having a different
need. Demonstrate how you would deal with each customer who all seem to desire urgent
attention.

Total mark 20 marks

Rubric Module 3 Unit 1 Group Role Play

Criteria Marks

Displays four different customers each having 5

a different need

Shows how to keep a professional image 4

when dealing with customers

Exhibits good customer service skills in 5

behavior and attitude when dealing with
customers

Organization: 2

Flow of role play presentation

Creativity: 2

Use of props

Participation: 2

All group members are present and have fully

participated in the presentation

Total 20

Facilitator: Ms. Taylor

Customer Engagement
Operations Level 2 Module 3 Unit 1

B) Individual Assignment Due: December 4, 2018 (9:00am-9:55am)

Visit an organization where you can observe how customers are dealt with on arrival. Note the
type of services offered, how the customer was attended to and the response given. Make a
presentation to your facilitator and peers and state how you would deal with any weaknesses
observed.

Total 20 marks

Facilitator: Ms. Taylor