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103 Customer Care in ICT - Coggle Diagram
103 Customer Care in ICT
1 Know how to provide customer care in a familiar context
1.1 Describe simple uses of interpersonal communication techniques such as:
Verbal
eg intonation, tone and feedback (sometimes referred to as verbal attends)
the effects of verbal and nonverbal communication techniques on the customers’ perception of the organisation, including positive and negative language
attentive listening
ie difference between hearing and listening
the difference between hearing and listening when dealing with customers
positive and negative language
Non-verbal
eg smiling while talking on the phone, body language
1.2 Identify the specified parts of the organisational requirements for customer care including:
customer service procedures
eg how to log customer information, how to initiate service calls, how to complete a sale
authorisation procedures
eg how to confirm caller identity, how to validate requests
escalation, resolution and complaint handling
quality assurance procedures
logging customer information
initiating calls
completing sales
security questioning of customers
organisational procedures relating to customer care for:
compliane wih relevant legislation and regulations
eg data protection, financial services
maintenance and communication of organisational brand or image
organisational aims and objectives
1.3 Describe the specified methods of mesauring customer satisfaction levels such as predifined formal feedback.
2 Provide customer care in a familiar context
2.1 Comply with organisational requirements
2.2 Communicate interpersonally on a familiar subject in a familiar work situation such as:
following organisational guidelines and procedures.
2.3 Proved cusomer interaction such as:
focuses on addressing customer needs
interacts in a sesitive and helpful manner with the customer.
2.4 Providing service delivery such as:
recognising own limitations
escalating customer issues following organisational requirements.
2.5 Gather specified customers satisfaction information
OCR
documentation
Highbury college links
Types of communication
Different listening techniques
The difference between positive and negative language
Hearing and listening
http://www.hamiltonmercer.co.uk/Training-For-Customer-Service.html
The barriers to listening
non-technical
Customer satisfaction
research methods