Remerciez-le!

Remerciez @Admin pour avoir partagé cet document gratuitement, de la manière la plus simple, en partageant sur les réseaux sociaux.

Bsbops505 learner guide Learner Guide BSBOPS Manage organisational customer service CBSBOPS Manage organisational customer service Learner guide Contents Overview Topic What are the customer requirements Topic Delivering quality products and services to c

Learner Guide BSBOPS Manage organisational customer service CBSBOPS Manage organisational customer service Learner guide Contents Overview Topic What are the customer requirements Topic Delivering quality products and services to customers Topic Evaluating the customer service provided Level Adelaide Terrace Perth WA Australia Phone Level Currie Street Adelaide SA Phone www kcbt edu au info kcbt edu au CBSBOPS Manage organisational customer service Learner guide Overview The Learner Guide should be used in conjunction with the recommended reading and any further course notes or activities given by the trainer assessor Application of the unit This unit describes the skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation The unit applies to individuals who supervise customer service provided by others within an organisation At this level individuals must exercise considerable discretion and judgement using a range of problem solving and decision making strategies No licensing legislative or certi ?cation requirements apply to this unit at the time of publication Learning goals Learning goals include You are able to consult with customers and establish requirements You are able to deliver quality products and services as well as supporting colleagues to meet customer service standards You are able to evaluate customer service through monitoring and feedback to adapt delivery Level Adelaide Terrace Perth WA Australia Phone Level Currie Street Adelaide SA Phone www kcbt edu au info kcbt edu au CBSBOPS Manage organisational customer service Learner guide Topic What are the customer requirements Understanding customer requirements is an essential stage in determining the needs of a customer to support providing a quality service It involves consulting with the customer integrating feedback and identifying any resources to address requirements An organisation can have both internal and external customers External Internal These are outside of the organisation who use or purchase products or services These are inside the organisation who use or bene ?t from the work of other employees Case study Using the following link review the following organisation https www extragreen com au our-story Who are the customers of Extragreen What service is being provided What makes this travel company di ?erent from any other What makes their customers di ?erent from customers using other travel companies Activity Research and discuss Have a look online for customer reviews of Extragreen travel company Use three di ?erent platforms to ?nd reviews Compare the reviews What are customers saying Do you think based on the reviews this company is providing a quality service Justify your answer by providing examples Your trainer assessor will facilitate any group discussions where relevant Level Adelaide Terrace Perth WA Australia Phone Level Currie Street Adelaide SA Phone www kcbt edu au info kcbt edu au CBSBOPS Manage organisational customer service Learner guide Consultation Consulting with customers provides information need to help to identify customer service requirements E ?ective consultation requires a clear understanding of the problem along with possible causes strategies for resolving issues