Crosspedia.com
Custom Search

NVQ L3 CS (4543) Reflective Statement Unit 301 Outcome 1

Categorized: Uncategorized | No comments

UNIT 301 UNDERSTAND CUSTOMER SERVICES TO IMPROVE SERVICE DELIVERY

Outcome 1

1.1 Explain how your organisation builds a service offer that will meet customer expectations

My organisation builds a service offer that will meet customer expectations firstly by ensuring that they are working within the Service Level Agreement (SLA), JSP 456 Vol 4 and within schedule 9. Further to this they ensure they are sticking to relevant legislation and guidelines. They also need to ensure that they are using the relevant menu cycles and are working within the Defence Food Bulletin rates.

1.2 Describe how the service offer is affected by financial and other resource limitations

The service offer is affected by financial and other resource limitations by various factors including manpower, equipment, ingredients, restrictions to certain suppliers and by the budget dictated by the Defence Food Services Team in their monthly bulletin.

1.3 Describe what effects the service offer may have on the service chain

The effects the service offer may have on the service chain are the supplier not being able to get the right ingredients at a certain time of year as the products are out of season. One example of this is the current supplier has ran out of Christmas puddings for the Christmas period, so we will have to try and source this from another supplier or even local purchase them. Another example is at my unit we have to have Cod on the menu every Friday lunch time, unfortunately due to the rapid decline in Cod stocks this can not always be achieved and we have to look for an alternative solution elsewhere.

1.4 Give examples of how customers may form their expectations of the services or products

Customers may form their expectations of the services or products based on previous experiences i.e. they may have had a meal on a previous occasion and thought it was of a good quality, so they will then presume that it will always be of this standard. This could also be the case if they thought the meal was of poor quality. Word of mouth could play a part in this too. Naturally retail menus are expected to be of a higher standard than the Core menu as it usually carries a higher price tag.

1.5 Explain the importance of effective teamwork and service partnerships for the delivery of excellent customer service

The importance of effective teamwork and service partnerships for the delivery of excellent customer service can be achieved by everyone, involved in the organisation, by working together, use of regular board briefs, obeying Kitchen Standing Orders, ensuring cleaning schedules are adhered to and using the contractors policy Ready for Business.

1.6 Give examples of the similarities and differences in planning customer service offers for the commercial, public sector and private sector not-for-profit organisations

The similarities of the above mentioned sectors are that they all strive to offer the same standard of service, not there to make a loss and they all need to cover their basic costs and they are all after repeat business, otherwise they would not survive.. The differences are that the commercial sector are there to gain as much profit as feasibly possible. The public sector are there to gain only as much profit needed to provide a quality service at a reasonable cost to cover their basic outgoings. Lastly the private not-for-profit sector are there to gain enough profit to sustain their business and to reinvest the profits back into the company to help expand the business.

1.7 Explain how customer service can provide added value to a public sector or private not-for-profit organisation

This can be easily achieved by keeping the premises clean and tidy by the use of cleaning schedules, as if the premises are clean this will create a good impression with the customer. Also staff/customer interaction should be encouraged in a friendly, courteous and helpful manner and in turn will create a friendly atmosphere and a fine dining experience.

1.8 Explain how customer service can provide a competitive advantage for a commercial organisation

A competitive advantage for a commercial organisation can be achieved by offering special offers to their customers which are better than their rivals. Also if a premise looks immaculate and staff are friendly this will encourage customers to return. Good in house training can help to achieve this.

1.9 Explain why your organisation must limit the level of customer service it gives in order
to balance customer satisfaction with organisational goals

For obvious reasons if you try to provide too much customer service this will have a knock on effect on your staff being overstretched i.e. If you tried to add too much to your menu you would require more staff to concentrate on this other than getting on with the important tasks. In turn this would result in more wastage which would have financial implications.

1.10 Explain how your behaviour and the behaviour of customers can influence the level of customer satisfaction achieved

If my behaviour was negative then my customer would be less likely to be co-operative and would be less easily pleased. If my customer’s behaviour was negative from the beginning as he/she had a bad experience in the past within my establishment I would try to be friendly, courteous and polite. If this failed to resolve the issue I would kindly remind them of the values and standards of the British Army, if this still failed I would report them up the chain of command for disciplinary procedures. However if my customer was a civilian I would direct him to my line manager to try and resolve.

1.11 Give positive examples of how you deal with different customer behaviours and personalities when managing problems and complaints

I achieve the above by interacting with my customers a positive manner and generating a good repertoire with them. Also by answering any complaints or comments with a positive attitude and being polite and friendly.

1.12 Explain the importance of effective communication in the delivery of customer service

Effective communication is important in the delivery of customer service to prevent any confusion and mistakes being carried out. This can be achieved by using simple language and plain text in any menus, correspondence and function booking performas.
1.13 Give examples of how you ensure that communication with diverse groups of customers is effective and efficient

I achieve the above by asking customers if they understand any offers or menus being displayed, also by asking if they require any assistance. If they approach myself and inform me of any special needs they may have I will assist them to the best of my ability.

1.14 Explain the significance of continuous improvement within customer service and the way that change and the management of change are central to ongoing customer satisfaction

This is important within customer service to help keep the customer interested in your establishment. This can be achieved through feedback received on messing minutes, mess meetings, customer surveys and menu development.

Be Sociable, Share!

Tagged with: , ,

No comments yet.