Overview

Framework:
RQF
Level:
Level 2
Unit No:
T/505/4415
Credits:
3
Guided learning hours:
24 hours

Assessment Guidance

Portfolio of Evidence

Unit Learning Outcomes

1

Understand the importance of providing excellent customer service in the hospitality sector.

Assessment Criteria

  • 1.1
    Explain how hospitality organisations benefit from providing excellent customer service.
  • 1.2
    Describe the characteristics of excellent customer service, within the hospitality sector, including in relation to product knowledge and sales.
  • 1.3
    State why it is important to provide excellent customer service to both internal and external customers in the hospitality sector.
  • 1.4
    Explain how hospitality organisations use organisational procedures to ensure the quality of their customer service.

2

Understand the role of the individual in delivering customer service in the hospitality sector.

Assessment Criteria

  • 2.1
    Outline the responsibilities of the individual in providing excellent customer service, including in relation to personal presentation and communication and listening skills.
  • 2.2
    Explain why it is important that individuals demonstrate positive attitude, behaviour and motivation when providing excellent customer service.

3

Understand the importance of customers’ needs and expectations in the hospitality sector.

Assessment Criteria

  • 3.1
    Outline customer needs and expectations in the hospitality sector.
  • 3.2
    Explain why it is important to anticipate and respond to customers’ needs and expectations.
  • 3.3
    Explain how the quality of customer service can influence the customers’.
  • 3.4
    Explain why it is important to meet and exceed customer expectations.

4

Know about customer service problems.

Assessment Criteria

  • 4.1
    Describe how to respond to a customer service problem when it is raised.
  • 4.2
    Give reasons why it is important to recognise repeated problems and to alert the appropriate person.
  • 4.3
    Explain how sharing customer feedback with others can help identify potential problems before they happen.

5

Know how to resolve customer service problems.

Assessment Criteria

  • 5.1
    Describe organisational procedures and systems for dealing with customer service problems.
  • 5.2
    Describe how to resolve potentially difficult situations.
  • 5.3
    Describe the limitations of what can be offered to a customer to resolve a problem.
  • 5.4
    State why is important to deal with complaints in a positive manner, keeping the customer fully informed.
  • 5.5
    Describe types of action that may make a customer problem worse and that should be avoided.