B1 Drayton Manor

how are products and services made available

to do with 'distrutution channels' and 'place'

external to park
brown signposts
tv advertising
newspaper and magazine adverts and articles
posters and billboards
leaflets
radio ads on BRMB


Internal
signposts
leaflets

Alicia

For C3 you thinking of doing something about a questionnaire which can be left on seats at a performance. Go ahead with this as it is a PROCEDURE. You are considering the procedure of gaining customer feedback on customer service and it is a justifiable improvement.

Plan the layout of the questionnaire. Think about the sorts of things the Rep would require feedback on - e.g. booking procedure, effectiveness of website, how they heard about performances etc (look at the customer feedback sheet sent by post)

You must state how this improvement will benefit the REP

Try to complete this before Weds lesson

Mrs N

Customer Service strand C update

c strand
This is concerned with the benefits of effective customer service and, in the case of stronger candidates, may well overlap with strand a.

c1 – The description must make reference to the organisation for marks to be awarded.

c2 – Follow the Assessment Evidence grid not the exemplification for c2 (page 75)Make sure that you are referring to customer service procedures rather than to the services the organisation provides for its customers.

c3 – In recommending improvements you need to clarify the benefits that these would bring to the organisation. Again, ensure that you are referring to customer service procedures rather than to the services the organisation provides for its customers.

I've also updated the earlier entry for C2

Hope this clarifies the requirements
Mrs N:)

F3

Evaluate your performance in the customer service situations undertaken, including the handling of complaints made by customers.


To achieve f3, you will have shown that when handling a complaint, you showed mature
reflection on your strengths and weaknesses and were able to identify areas where your
performance could have been improved with further training or more knowledge of the
organisation.

F2

Effectively handle a customer complaint, following the procedures of the organisation.

To achieve f2, you should have demonstrated that a customer complaint has been handled
effectively and that you followed the procedures and policies of the organisation, whether
this involved referral to a more senior member of staff or the ability to offer some form of
recompense.

F1

Describe simply how they have handled a customer complaint.


You will need to understand that it is important to listen to customers and to keep calm. You
will need to know when to refer a customer to a more senior member of staff if you are not able
to deal with an enquiry.

Customer complaints could be in writing, over the telephone or face-to-face.
It is important that you know how to deal with these situations and when and whom to ask for help.
When dealing with complaints you should always:
• listen carefully to the customer;
• apologise in general terms for any inconvenience caused;
• let the customer know that the matter will be fully investigated and, if possible, put right;
• try to see the problem from the customer.s point of view;
• keep calm and not argue with the customer;
• find a solution to the problem;
• agree the solution with the customer;
• make sure that what you promised to do gets done



To achieve marks for this section you need to:
- write a description showing how well you handled a complaint describing:
- the complaint itself
- the way the customer communicated the complaint
- the way you dealt with the complaint
- any follow up action taken
- obtain a witness statement, confirming what you did when dealing with the complaint, with an assessment of your level of skill in handling the complaint.


To achieve f1, a simple description would be sufficient. If you did not actually handle a
complaint, a simple description of the action that you would have taken would be sufficient