CMI Unit 317 Supporting The Delivery Of Customer Service Level 3 Assignment Answers UK

CMI Level 3: Unit 317 Supporting the Delivery of Customer Service is a unit that assesses the learner’s ability to support the delivery of customer service in an organization. The unit covers the following topics: principles of customer service, supporting the delivery of customer service, monitoring customer service, and reviewing customer service.

The unit has been designed to develop the learner’s understanding of customer service and how it can be delivered effectively. It will also allow the learner to develop the skills and knowledge required to support the delivery of customer service within an organization. Upon completion of this unit, learners will be able to understand the principles of customer service and how to support its delivery effectively. They will also be able to monitor customer service and review its effectiveness.

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In this section, we are discussing some assignment activities. These are:

CMI 317 Task 1: Understand the features and benefits of good customer service.

It is important to understand the features and benefits of good customer service because this will allow you to identify areas where improvements can be made.

AC 1.1 Explain the features of good customer service.

The features of good customer service include:

• Availability: Customers should be able to easily contact the company when they need to. This could be through a variety of channels such as phone, email, social media, etc.
• Speed: Customers should not have to wait long for a response from the company. inquiries and problems should be dealt with in a timely manner.
• Efficiency: Customers should not have to repeat their inquiries or problems to multiple people within the company. There should be a system in place to ensure that all relevant information is passed on to the right person.
• Knowledgeable: The staff dealing with customer service should be knowledgeable about the products and services offered by the company. They should be able to answer any questions that the customer may have.
• Friendly: The staff dealing with customer service should be friendly and personable. This will make the customer feel more comfortable and appreciated.
• Helpful: The staff dealing with customer service should be willing to go the extra mile to help the customer. This could involve providing additional information or going through the options in more detail.

AC 1.2 Discuss the benefits to the organization of delivering a good customer experience.

There are many benefits to the organization of delivering a good customer experience, such as:

• Increased sales: If customers are happy with the service they receive, they are more likely to make purchases from the company.
• Improved reputation: Good customer service can help to improve the reputation of the company, which could lead to more customers.
• Reduced costs: If customers are happy with the service they receive, they are less likely to make complaints or take legal action against the company. This could save the company money in the long run.
• Improved morale: Good customer service can improve the morale of employees, as they feel appreciated and valued. This can lead to improved performance.

These are just some of the benefits that can be gained from delivering a good customer experience.

CMI 317 Task 2: Understand factors that influence customer needs and expectations.

It is important to understand the factors that influence customer needs and expectations because this will allow you to tailor the service you provide to meet their needs.

AC 2.1 Identify the different types of customers served by an organization.

There are many different types of customers that can be served by an organization, such as:

1. Individual customers: These are people who purchase products or services for their own personal use.
2. Business customers: These are companies that purchase products or services for use in their business.
3. Government customers: These are government bodies that purchase products or services for use by the public.

AC 2.2 Outline the factors which influence the needs and expectations of customers.

There are many factors that can influence the needs and expectations of customers, such as:

• The type of product or service: The needs and expectations of customers will vary depending on the type of product or service they are interested in.
• The price of the product or service: Customers will have different needs and expectations depending on how much they are willing to spend on a product or service.
• The customer’s personal circumstances: The needs and expectations of customers will vary depending on their personal circumstances, such as their lifestyle, family situation, etc.
• The customer’s cultural background: The needs and expectations of customers will vary depending on their cultural background.
• The customer’s previous experiences: The needs and expectations of customers will be influenced by their previous experiences, both good and bad.

These are just some of the factors that can influence the needs and expectations of customers. It is important to consider all of these factors when trying to meet the needs of your customers.

CMI 317 Task 3: Understand the legal and organizational requirements that influence customer service delivery.

It is important to understand the legal and organizational requirements that influence customer service delivery because this will ensure that you are providing a service that meets all the necessary requirements.

AC 3.1 Summarise legal requirements which impact the delivery of customer service.

There are many legal requirements that can impact the delivery of customer service, such as:

• Health and safety regulations: These regulations dictate how customers should be treated in terms of health and safety. For example, employees must have the correct training to deal with hazardous materials.
• Data protection laws: These laws dictate how customer data must be protected. For example, organizations must have the correct procedures in place to ensure that customer data is not shared without their consent.
• Equal opportunities laws: These laws dictate that all customers must be treated equally, regardless of their race, gender, etc.

AC 3.2 Outline the scope of organizational customer service standards, policies, and procedures.

The scope of organizational customer service standards, policies, and procedures will vary depending on the organization. However, there are some common elements that are often included, such as:

• A code of conduct: This sets out the standards of behavior that employees must adhere to when interacting with customers.
• A complaints procedure: This outlines how customers can make a complaint and how the organization will deal with it.
• A customer service charter: This sets out the standards of customer service that the organization promises to provide.

These are just some of the elements that may be included in an organization’s customer service standards, policies, and procedures.

AC 3.3 Explain the consequences of failing to apply standards and legal requirements in customer service delivery.

If an organization fails to apply the standards and legal requirements in customer service delivery, it may face a number of consequences, such as:

• Fines: If an organization breaks a law, it may be fined by the relevant authorities.
• Compensation claims: If customers are not happy with the service they have received, they may make a compensation claim against the organization.
• Reputational damage: If an organization fails to meet customer expectations, it may damage its reputation.

These are just some of the consequences that an organization may face if it fails to apply the standards and legal requirements in customer service delivery.

CMI 317 Task 4: Know how to deliver a good customer experience.

It is important to know how to deliver a good customer experience because this is what will keep customers coming back.

AC 4.1 Outline the key features of the customer journey.

The customer journey is the path that a customer takes from initial contact with an organization to becoming a satisfied customer. The key features of the customer journey are:

• Initial contact: This is the first time that a customer comes into contact with an organization. It could be through advertising, word of mouth, etc.
• Enquiry: This is when a customer makes an enquiry about a product or service.
• Purchase: This is when a customer buys a product or service from an organization.
• After-sales service: This is the service that an organization provides after a customer has made a purchase. It could include things like returns, warranty claims, etc.
• Satisfaction: This is when a customer is happy with the product or service they have received and would recommend it to others.

These are the key stages of the customer journey.

AC 4.2 Discuss the benefits of understanding the customer journey.

In order to be successful, businesses need to understand their customers. This involves understanding not only who the customer is, but also what they need and want. Even more importantly, businesses need to understand the customer journey. The customer journey is the path that a customer takes from initial awareness of a problem or need to the purchase of a product or service.

By understanding the customer journey, businesses can better meet the needs of their customers. They can also identify potential obstacles and develop strategies to overcome them. Additionally, businesses that understand the customer journey are better able to create a seamless and enjoyable experience for their customers. Ultimately, understanding the customer journey is essential for any business that wants to be successful.

AC 4.3 Identify methods to support teams and individuals to deliver a good customer experience.

As any business owner knows, delivering a good customer experience is essential to success. Not only does it create repeat customers and word-of-mouth marketing, but it also helps to build brand loyalty. There are a number of ways to support teams and individuals in delivering a good customer experience.

1. One is to provide clear expectations and guidelines. Customer service representatives should know what your company’s standards are and what you expect from them in terms of providing service.
2. Another way to support teams is to provide training and development opportunities. This can include everything from online courses to in-person workshops.
3. By equipping employees with the skills they need, you’ll set them up for success in delivering a good customer experience.
4. Finally, it’s important to offer feedback and coaching. This will help employees identify areas where they can improve and give them the chance to make changes that can positively impact the customer experience.

By following these steps, you can ensure that your team is well-equipped to deliver a great customer experience.

AC 4.4 Explain the methods used by organizations to communicate with customers.

Organizations use a variety of methods to communicate with customers. The most common is through advertising, word-of-mouth, and customer service.

• Advertising is a paid form of communication that businesses use to promote their products or services. It can take many different forms, such as TV commercials, print ads, or online banner ads.
• Word-of-mouth is a free form of communication that happens when customers tell their friends and family about a product or service. This can be either positive or negative, so it’s important for businesses to deliver a good customer experience to encourage positive word-of-mouth.
• Customer service is another way that businesses communicate with customers. This can include things like answering customer questions, responding to complaints, and providing support.

It’s important for businesses to use a mix of these methods to reach their customers. By using multiple channels, they can ensure that their message is getting through loud and clear.

AC 4.5 Identify methods for gathering customer feedback.

There are a number of methods businesses can use to gather customer feedback.

• The most common is through surveys. This can be done either in person or online.
• Another method is to hold focus groups. This involves bringing a group of customers together to discuss a product or service. This can be helpful in getting detailed and honest feedback.
• Another way to gather customer feedback is through one-on-one interviews. This gives businesses the opportunity to get in-depth feedback from individual customers.
• Finally, businesses can also use social media to collect customer feedback. This can be done by monitoring comments and reviews or by conducting social media surveys.

By using a mix of these methods, businesses can get a well-rounded view of how their customers feel about their products or services.

CMI 317 Task 5: Know how to identify and respond to customer service problems.

Every business depends on happy customers, so it’s important to know how to identify and respond to customer service problems.

AC 5.1 Identify common causes of customer service problems.

There are a number of common causes of customer service problems.

• One of the most common is a lack of communication between employees and customers. This can lead to misunderstandings and frustration on both sides.
• Another common cause of customer service problems is a lack of training or knowledge on the part of employees. This can result in employees being unable to properly handle customer inquiries or complaints.
• Finally, another common cause of customer service problems is simply a lack of resources on the part of the company. This can lead to longer wait times for customers, or an inability to properly resolve their issues.

By being aware of these common causes of customer service problems, companies can take steps to avoid them and provide their customers with a better experience.

AC 5.2 Outline techniques for responding to customer complaints.

There are a few different techniques that can be used when responding to customer complaints.

1. The first is to apologize. This shows the customer that you understand their frustration and want to make things right.
2. The second is to take responsibility. This means admitting that the problem is on your end and not the customers. This can go a long way in diffusing the situation.
3. The third is to offer a solution. This could be anything from a refund to a voucher for a future purchase. Whatever you offer, make sure it is something that will satisfactorily resolve the issue for the customer.
4. Finally, it’s important to follow up with the customer after the problem has been resolved. This shows that you care about their experience and want to make sure they are happy with the resolution.

By using these techniques, businesses can turn a negative customer experience into a positive one.

AC 5.3 Explain limits of authority when dealing with customer service issues.

There will be times when employees are not able to resolve customer service issues on their own. In these cases, it’s important for employees to know their limits of authority.

• This means understanding what they are able to do and what they are not able to do. For example, an employee may not be able to offer a refund without approval from a supervisor.
• It’s important for employees to be honest with customers about their limits of authority. This will help to avoid any frustration or disappointment on the part of the customer.
• At the same time, employees should also know how to escalate customer service issues when necessary. This means knowing who to contact and how to contact them.

By understanding their limits of authority, employees can provide better customer service and avoid frustrating customers.

AC 5.4 Identify methods for monitoring customer service delivery.

There are a few different methods that can be used to monitor customer service delivery.

• One of the most common is to simply ask customers for feedback. This can be done in person, over the phone, or through surveys.
• Another method is to monitor customer service interactions. This can be done by listening in on phone calls or by observing employees in person.
• Another method is to review customer service complaints. This can be done by looking at customer service logs or by reading customer reviews online.
• Finally, another method is to conduct customer satisfaction surveys. This can help businesses to get a more holistic view of the customer service experience.

By using these methods, businesses can get a better understanding of how their customer service is performing and where there are opportunities for improvement.

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