Session 6: Deliver customer service

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Presentation transcript:

Session 6: Deliver customer service PowerPoint presentation Unit 304 Organise and deliver customer service Session 6: Deliver customer service

Session 6: Deliver customer service The aim of this session is to get customer service professionals to consider their own performance and to make adaptations where needed (Unit 304 LO3 AC 3.3, 3.4) By the end of the session you will be able to: identify areas for improvements in your own customer service delivery adapt your own customer service delivery to meet customers’ changing expectations.

SWOT analysis For anyone to identify areas for improvement they first need to understand SWOT analysis. Strengths Weaknesses Opportunities Treats This is often used by organisations to recognise their business strengths, weaknesses and threats, so they can identify future business opportunities then set realistic targets.

Worksheet 10 – SWOT Please take time to complete Worksheet 10. You can put this in your portfolio or scan it if you have an e-portfolio.

Adapting delivery to meet expectations The types of adaptations to improve customers expectations. Behaviour Beliefs Body language Tone or loudness of voice Prioristing abilities Approach to change

Progression Now you have completed all the activities for this unit you can move onto the multiple-choice questions to test your knowledge. Good luck!

End of Session 6 Any questions?