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CMI Assignment Help > Blog > CMI Level 3 > CMI 317 Assignment Help

CMI 317 Assignment Help

  • November 12, 2024
  • Posted by: Scarlett
  • Category: CMI Level 3
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CMI 317 Assignment Help

This unit is designed to help learners understand customer service and how to deliver it effectively. It also aims to build the skills and knowledge needed to support customer service in an organisation. By the end of this unit, learners will understand the principles of customer service, how to support its delivery, and how to monitor and evaluate its effectiveness.

Table of Contents

Assessment Questions

Task 1: Understand the features and benefits of good customer service.

AC 1.1 Explain the features of good customer service.

Example

Good customer service includes these key features:

  • Availability: Customers should be able to reach the company easily through various channels like phone, email, or social media.
  • Speed: Responses should be quick, with inquiries and issues handled promptly.
  • Efficiency: Customers shouldn’t need to repeat their issues to multiple people; information should flow smoothly to the right person.
  • Knowledgeable: Customer service staff should know the company’s products and services well and be able to answer customer questions accurately.
  • Friendly: Staff should be approachable and make customers feel comfortable and valued.
  • Helpful: Staff should be willing to go above and beyond, offering extra information or discussing options in detail to meet customer needs.
AC 1.2 Discuss the benefits to the organisation of delivering a good customer experience. Example Delivering a good customer experience brings numerous benefits to an organisation. First, it can lead to increased sales, as satisfied customers are more likely to make purchases and return to the company. Additionally, positive customer service can enhance the company’s reputation, attracting more customers through word of mouth and trust. A strong customer experience also contributes to cost savings; when customers are happy with the

th the service they receive, they are less likely to complain or pursue legal action, which reduces expenses over time. Lastly, providing good customer service can boost employee morale, as employees feel appreciated and valued. This, in turn, leads to improved performance and a more motivated workforce. Task 2: Understand factors that influence customer needs and expectations. AC 2.1 Identify the different types of customers served by an organisation. Example An organisation can serve different types of customers, each with unique needs. Individual customers are people who buy products or services for their personal use. Business customers are companies that purchase products or services to support their operations. Government customers include government agencies that acquire products or services to benefit the public. Each type of customer requires a tailored approach to meet their specific requirements effectively. AC 2.2 Outline the factors which influence the needs and expectations of customers. Example Many factors can shape customers’ needs and expectations. First, the type of product or service plays a role; customers may have different requirements based on what they’re looking for. Price is another factor—customers’ expectations will vary depending on how much they are prepared to spend. Personal circumstances, such as lifestyle and family situation, also influence what customers need and expect. Cultural background affects preferences ...

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