Customer Service Level 2 Essay

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Section 1 – Understand methods of communication with customers

1a) Use the table below to outline at least two different customer service situations and the different methods of communication that would be needed in these situations.

Methods of communication

The porridge that a guest has ordered is not available.

The best approach in this situation is to speak to the guest face to face and apologise whilst explaining why the porridge is unavailable.

A customer has been spoken to and treated rudely, they have written a formal complaint in writing.

The reply could be in an e-mail or a letter depending in the information gathered from the customer.

1b) Based
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Standard greeting
Impact on customers
Organisation 1


Hello, can I help you find something today.
Customers who have never been in a lush store before would feel relieved to have some guidance and also feel safe in the knowledge that the help will be coming from someone friendly.
Organisation 2

British gas

Hello my name is …….how may I help you today.
A friendly greeting over the phone makes the customer feel at ease about sharing the reason for their call. Knowing the staff members name also helps build trust.
Organisation 3

Premier inn

Good morning/afternoon/evening, can I help you? Do you have a reservation?
Stating good morning/afternoon/evening would have a positive effect on customers as they can assume they would have a polite conversation with the staff member. They have also been asked a direct question which would lead to a friendly exchange of conversation.

Section 2 – Understand how to handle customer service information

1. Explain what information may be held about customers by an organisation.

An organisation may hold basic information on customers such as their name, gender, contact details and age. They may also keep payment details and transaction histories as well as any feedback or questionnaires.

2. Outline at least two examples of ways in which customer information
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