Questions and Answers towards the NVQ Customer Service Level 2 qualification.
This document includes information on
Delivering reliable customer service
Developing Customer relationships
Dealing with customer service issues
Building a good reputation
Ways a reputation can be damaged
What are your organisation's procedures and systems for
delivering customer service?
As an organisation Pabulum have systems and procedures in place to provide
consistency in the service delivered to our customers, in doing this it ensures
that customers receive the level of service that meet their expectations.
There are many different systems in place to deliver customer service such
as :
Training of staff
Staffing structures e.g. job roles and staff rotas in order to be able
to deliver customer service to our customers through the day
The main procedures in place in our organisation for delivering customer
service are:
The food canteen offering a grab and go section, self-service and
counter service
The coffee bar offering freshly made drinks to order
Hospitality offering buffet requests prepared and delivered
Liaising front of house staff with kitchen staff in order to provide a
quick service throughout the day for our customers
Pabulums main system in delivering customer service to our customers is The
Customer Care Policy in this
"we make sure we serve our customers as we would like to be served
ourselves. We treat everybody with respect and honesty, ensuring that we
always give a warm and friendly welcome."
What are your organisation's methods or systems for
measuring the effectiveness in delivering customer service?
Pabulum have a variety of ways in which to measure the effectiveness of
customer service delivered to our customers', they fall into three main
categories Internal, External and Customer experience.
Internal:
Internally measuring customer service is done by measuring how many units
were sold, whether gross profit objective was reached through food costs,
Staff meetings and client reviews.
, External:
By measuring customer service externally this is done through company
audits and mystery shoppers, who visit the organisation and perform
detailed reviews on company performance against a level of standards and
specifications already expected.
Customer experience:
By using customer reviews, questionnaires, emails, and customer feedback it
enables Pabulum to understand the experiences of the customer service our
customers received enabling us to make changes and help constantly to
improve our customer service techniques.
What are your organisation's procedures and systems for
checking service delivery?
In order to check service delivery Pabulum need to use customer research to
determine whether the customer’s needs were met, as well as being able to
get an idea about customer demands.
The customer promise is an idea of how Pabulum want a customer to receive
customer service, it's a guideline of which an employee can be judged against
in checking how effectively they deliver the service.
By using the customer promise it enables Pabulum to check standards of
performance, established procedures are set in place to be followed in which
to ensure the customer promise is met,
By checking the service delivery Pabulum check that the service promised to
customer's is consistently delivered and checking customer views on their
perception of the quality of service.
Service delivery takes into account customer opinions and considers all
aspects of the service from the customer's point of view. It is an ongoing
process that provides a series of performance indicators against which
Pabulum can continually judge and measure itself.
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