Overview
Assessment Guidance
none
For the full unit details, please download the latest version of the qualification specification. This is available for download on the relevant qualifications page.
Unit Learning Outcomes
To view the assessment criteria and any additional content, please expand the relevant learning outcome below.
Assessment Criteria
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1.1: Good customer service, for example:
- meeting customer needs
- positive communication
- quick responses
- professional behaviour
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1.2: Benefits of good customer service, for example:
- customer satisfaction
- repeat business
- positive reviews
- increased profits
- staff morale
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1.3
Give examples of good service for different customer groups within the industry.
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1.4
Give examples of how digital services can benefit the customer service experience.
Assessment Criteria
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2.1: Benefits of good communication, for example:
- customer satisfaction
- problem solving
- building trust
- avoiding misunderstandings
- improved teamwork
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2.2: How to deal with routine customer needs, for example:
- listen carefully
- provide accurate information
- offer assistance
- be friendly and polite
- check satisfaction
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2.3: Communicate positively in a hospitality environment, for example:
verbal communication:
- use polite language
- speak clearly and at an appropriate volume
- use positive words
non-verbal communication:
- smile to show friendliness
- maintain eye contact to show attentiveness
- use open body language (for example, relaxed posture, no crossed arms)
- nod to show understanding during conversations
Assessment Criteria
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3.1: Importance of good personal hygiene and presentation, for example:
- customer trust
- health and safety
- professional image
- compliance
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3.2
Identify different dress codes for roles in a hospitality environment.