Deliver and Monitor a Service to Customers
Introduction
Welcome to the unit Deliver and monitor a service to customers (BSBCUS301A).
Work through the information to learn about: * keeping an eye on customer needs * delivering service to customers * monitoring the quality of service that employees deliver to customers * reviewing customers' satisfaction and suggesting ways to improve the quality of service.
Knowing your customers
Customers can be described as external and internal customers. Your organisation may have corporate customers and individual members of the public – external customers.
In a courier business, external customers are the people who request the delivery of their goods and the people who are receiving the delivered goods.
Internal customers may be others in the organisation. For example, reception, sales, drivers, supervisors.
It is your responsibility to use appropriate interpersonal skills to identify and clarify what all your customers need and to follow your organisation's requirements when dealing with customers. For example, what is your organisation's expectation in regards to payment and delivery options, OHS, anti–discrimination?
Meet customer needs
To ensure you can deliver great service to your customers you need to: * determine the urgency of the customer's needs so you can prioritise the service you offer * use effective communication * identify any limitations to meeting a customer's needs and seek help from the nominated people * set priorities based on the customer's need for urgency.
Click on each tab on the right to read about good practice for delivering customer service.
When you have finished, click Next to continue.
Determine urgency
To ensure you can best meet the needs of your customers you need to work out how urgent their needs are. When you have assessed how urgent the request is you can prioritise the services you are providing.
Most organisations have their own policies and procedures for dealing with urgent requests. Organisational
Welcome to the unit Deliver and monitor a service to customers (BSBCUS301A).
Work through the information to learn about: * keeping an eye on customer needs * delivering service to customers * monitoring the quality of service that employees deliver to customers * reviewing customers' satisfaction and suggesting ways to improve the quality of service.
Knowing your customers
Customers can be described as external and internal customers. Your organisation may have corporate customers and individual members of the public – external customers.
In a courier business, external customers are the people who request the delivery of their goods and the people who are receiving the delivered goods.
Internal customers may be others in the organisation. For example, reception, sales, drivers, supervisors.
It is your responsibility to use appropriate interpersonal skills to identify and clarify what all your customers need and to follow your organisation's requirements when dealing with customers. For example, what is your organisation's expectation in regards to payment and delivery options, OHS, anti–discrimination?
Meet customer needs
To ensure you can deliver great service to your customers you need to: * determine the urgency of the customer's needs so you can prioritise the service you offer * use effective communication * identify any limitations to meeting a customer's needs and seek help from the nominated people * set priorities based on the customer's need for urgency.
Click on each tab on the right to read about good practice for delivering customer service.
When you have finished, click Next to continue.
Determine urgency
To ensure you can best meet the needs of your customers you need to work out how urgent their needs are. When you have assessed how urgent the request is you can prioritise the services you are providing.
Most organisations have their own policies and procedures for dealing with urgent requests. Organisational