1. Handout 1 Understand customer service delivery
Level 2 Diploma in Customer Service
PowerPoint presentation
Deliver customer service
Handout 1 Understand customer service delivery
Explain to the learner(s) that this is an element of Unit It is a knowledge element. Ask them to complete Workplace Activity Explain this unit is a mix of workplace activity and knowledge.
Explain the element is an introduction to customer service delivery and is a mix of topics all of which are important in customer service and give an insight to the subject area.

2. What is meant by customer needs, expectations and satisfaction?
Level 2 Diploma in Customer Service
What is meant by customer needs, expectations and satisfaction?
Customer needs are what the customer must have or requires. It is not about a want – it is more than that. Customer expectations are what the customer thinks they should experience or get. Customer satisfaction is when an organisation meets a customer’s expectations or surpasses it. A customer is satisfied when their needs and expectations have been met.
Explain it is important to understand customers have needs, expectations and want satisfaction. It is the aim of any organisaton to ensure customer satisfaction. Explain a satisfied customer is likely to return and be a loyal customer. Discuss how needs can be established. Ask the group to think about a purchase they have made – what were their needs, what their expectations were of the organisation and the product/service they needed? Ask them to think about how their needs/expectations were met and whether they were satisfied with the service and product. Ask them to refer to the Workplace Activity 1.1 they were asked to complete.

3. Level 2 Diploma in Customer Service
Features and benefits
Organisations will promote the features of a product or service, but the customer will buy the benefits. Features are what the product or service does, while the benefits are what the customer thinks they should experience or get.
Explain the difference between the feature and a benefit of a product to the learner(s). Ask them to refer to the Workplace Activity they have completed. Discuss the products/services they have given as examples and their features and benefits. Ensure they have correctly identified the features and benefits.

4. Level 2 Diploma in Customer Service
What customers expect
Customers expect to be treated as individuals, so it is important to treat them as such. Even if a customer wants quick service, they expect to be noticed and to be treated with respect. If not their expectations will be unlikely to have been met. Customers do not want to be ignored or treated as if they are invisible. If a customer is not treated as an individual they will not feel as if the organisation wants or needs their custom and are likely to go elsewhere.
Discuss with the group that customers should be treated as individuals. Discuss we all are individuals with different needs and expectations. It cannot be assumed one customer is like another. As we all have individual needs we need to respect that and deal with customers as individuals. Discuss with the group if they have ever felt they were just another customer, what the situation was and how they felt.

5. Level 2 Diploma in Customer Service
Balancing promises
Balancing promises is deciding when the promises can be met by the organisation and when it is not viable for the organisation to do what the customer wants, either financially or practically.
Discuss with the group that customers cannot get all they want. Discuss that there are times when you need to balance the needs of the organisation with that of the customer and that sometimes the customer cannot get what they want because it is not financially viable or practical. It may be you have to accept you may lose the customer. Ask them to think of situations where the customer’s needs cannot be met and why. Talk too about the customer reaction.
There comes a time when dealing with customers that you may need to decide if you can do what the customer wants, or if it is just not possible – the time when you decide you can do no more and may have to risk losing the customer. Giving in to the customer all the time can ruin the business.

6. Dealing with customer problems
Level 2 Diploma in Customer Service
Dealing with customer problems
In any organisation people will have certain responsibilities. Those responsibilities will have limits. When dealing with problems it is important to know what the limits are of the authority you have. Once these limits are reached, problems will have to be escalated to those who are authorised to deal with them often because there are financial restrictions. It is important to know what your limits are, who to refer to in certain situations and why.
Discuss with the group when they have complained or had a problem with a product/service or organisation. Discuss when they have been referred to others and how this was dealt with.
Discuss the completed Workplace Activity 1.1.

7. Methods of measuring effectiveness
Level 2 Diploma in Customer Service
Methods of measuring effectiveness
In any role it is important to be able to assess if you are effective.
Organisations can measure the effectiveness of individuals through a number of methods for example:
customer feedback
appraisal
observation of performance
achievement of targets
completion of work to timescales.
Individuals can also self-assess.
No matter what the method, any feedback showing necessary improvement should be acted on and the relevant improvement method
decided on.
Discuss with the group why it is important to always try to improve in the workplace. Discuss how they will get feedback and how it should be used. Discuss what is meant by self assessment. Ask them to self assess using a SWOT analysis (Activity 1.1) and discuss the results.

8. Level 2 Diploma in Customer Service
Any questions?
Discuss with the group the evidence they could provide for inclusion in their portfolios eg Workplace Activity 1.1 and Activity 1.1.