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
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
