1. Consistent & Reliable Customer Service Unit 4 P2 + M2

2. Consistent & Reliable What does ‘Consistent’ mean? What does ‘Reliable’ mean?

3. Staff knowledge of the scope of their job role and products and/or services What does it mean? Why is it important in giving consistent & reliable customer service? Give a real life business example.

4. Staff Attitude & Behaviour What does it mean? Why is it important in giving consistent & reliable customer service? Give a real life business example.

5. Meeting Specific Customer Needs What does it mean? Why is it important in giving consistent & reliable customer service? Give a real life business example.

6. Working Under Pressure What does it mean? Why is it important in giving consistent & reliable customer service? Give a real life business example.

7. Confirming Service Meets Needs & Expectations What does it mean? Why is it important in giving consistent & reliable customer service? Give a real life business example.

8. Dealing With Problems What does it mean? Why is it important in giving consistent & reliable customer service? Give a real life business example.

9. How a business attempts to exceed customer expectations The business I have chosen to look at is…. What do they do?

10. How do they Satisfy Their Customers?

11. How to they go Above & Beyond what the Customer Expects?

12. Why is it important for them to exceed customer expectations?