Unit 14 Investigating Customer Service (FF3NBUS1W1)

This Unit 14 Customer Service Coursework achieved a Merit grade overall. It provides a detailed exploration of how effective customer service contributes to business success, including key principles, techniques, and real-world examples. The work is clearly structured, thoroughly researched, and demonstrates strong understanding of customer service strategies and their impact on customer satisfaction and retention. It’s an excellent study resource or model coursework for students aiming to ach...

business level 3- unit 14 customer service- assignment 2

business level 3- unit 14 customer service- assignment 1

*Distinction Graded* Unit 14 Investigating Customer Service: D3 -Demonstrate initiative in making high-quality justified recommendations to develop own communication and interpersonal skills to meet both customer and business needs btec business level 3 national diploma

*Certified Distinction Grade Work* Unit 14 Investigating Customer Service: M3 - Assess how the development plan may improve the performance of customer service skills. btec business level 3 national diploma

*Certified Distinction Grade Work* Unit 14 Investigating Customer Service: P6 - Present a clear, effective development plan for own customer service skills. C3 Individual skills audit and development plan • Skills audit of customer service skills. • Personal SWOT (Strengths, Weaknesses, Opportunities, Threats) analysis to assess any gaps, e.g. interpersonal and communication skills – body language, listening skills, handling complaints, working with others. • Set objectives to meet ...

*Certified Distinction Grade Work* Unit 14 Investigating Customer Service: P4 - Review own customer service skills, identifying gaps where improvements could be made. C2 Dealing with customer service requests and complaints • Customer service situations: o providing information, products or services, promoting additional products and services, giving advice, taking and relaying messages o limitations of role and authority, keeping records o dealing with problems, handling complaints, reme...

*Certified Distinction Grade Work* Unit 14 Investigating Customer Service: P4 Demonstrate communication and interpersonal skills appropriate to meet customer needs in different situations. Learning aim C: Demonstrate customer service in different situations, using appropriate behaviours to meet expectations C1 Customer service skills and behaviours • Communication skills: o face-to-face, written, email or other electronic media, telephone o verbal, e.g. pitch and tone of voice, open and...

*Distinction Graded* Unit 14 Investigating Customer Service: D2 -Evaluate the benefits of improvements to customer service performance for the business, the customer, and the employee

*Certified Distinction Grade Work* Unit 14 Investigating Customer Service: P3 - Research methods a business can use to make improvements to the customer service provision. Learning aim B: Investigate the methods used to improve customer service in a business B1 Monitoring and evaluating customer service provision • Using research from customers to identify improvements and monitor complaints. • Monitoring using: o customer profiles, data, e.g. types of customer, products or services pr...