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Developing Customer Relations

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BTEC First in Business Unit 2 Development Customer Relations Customer Service Situations Miss Mc Govern Contents 1.0 Introduction 2.0 Providing Customer service 3.0 Presentation Skills 4.0 Interpersonal Skills 5.0 Communication Skills 6.0 Customer Service Situations 1.0 Introduction Customer service is the provision of service to customer before during and after a purchase also it's the ability of an organisation to recognise and consistently meet its customers' need Employees may find them self in a situation that they sold a product and the customer is been arrogant saying it is faulty they need to stay calm 2.0 Providing Customer Service A new employee can provide good customer service by been well presented on their first day and wearing their uniform appropriately greeting the customer politely. 3.0 Presentation Skills In this section I am going to say why presentation skills are important to customer service Skill Why it is important As this is merit grade work, I need to expand each box. ...read more.


how prepared they are to start business and also the presentation shows how hygienic they are If in McDonalds the tables are dirty it will put off customers and they wouldn't eat in there Greeting Customers, Courtesy, Confidence, Interest, Thoughtfulness It is important because it shows that the employee cares that a customer is there and it makes the customer feel welcome If you greet a customer every time they come in to your business they would attract more customers to your business by telling them how polite employees in the business are Responding to different customer behaviour, Tact, Efficiency It is important to adapt to different customers and situation because all customers aren't the same and they will have different attitude towards the employee/ business If a customer complains about how bad service is and you respond to them quickly it would show that you're sorry Of voice, pitch, language e.g. technical language, use of slang How you communicate to customer is important because all customers are usually different e.g. ...read more.


A friendly person will normally behave in a cheerful way also if u enjoys working with people you will normally behave in a courteous and thoughtful way 5.0 Communication Skills In this section I am going to talk about communication skills Communication Skills are important to customer service. It is crucial that information is clear and accurate. In customer service employees must be able to explain company's policies to customers and answer question about product and service. Tone, Pace, Pitch of voice, Slang and Listening are aspects of communication skills Tone is difference between the way you talk to a supervisor and your friend. Tone is how informal or formal you are and the tone of your voice Slang includes word used informally such as waste of space, chill. None should be used in business when talking to an external customer. Pace relates to the speed at which you speak and should be varied depending on your audience. Listening skills are invaluable in business particularly in the following situations e.g. ...read more.

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