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Customer Service award Level 2


Introduction Who is this training resource for? The Customer Service Award (Level 2) is for senior secondary students (Year 11 to Year 13+) who are undertaking structured workplace learning in retail, while continuing to study at school.

Assessment Standards

Assessment Standard

Title

Level

Credits

57 v6

Provide customer service

2

2

62 v5

Maintain personal presentation and a positive attitude in a workplace involving customer contact

2

3

376 v6

Employ customer service techniques to accommodate customer behavioural styles in a workplace

3

2

1277 v5

Communicate information in a specified workplace

2

3

11938 v3

Assist customers to select goods and/or services face to face

2

3

11941 v4

Establish and maintain positive customer service interactions

2

2

11968 v5

Demonstrate and integrate knowledge of legislation applicable to sale of goods and services

2

4

11974 v4

Participate in a team in a retail or distribution environment

2

4

19583 v4

Demonstrate knowledge of products in a retail or distribution environment

2

4

Introduction

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Nov '11

The training resource will assess you against the following Assessment Standards.


What will you learn? When you have completed this training resource, you will be able to: 1 explain the importance of personal hygiene, presentation and image in creating a positive impression for your store 1 describe how being motivated and having a positive attitude make you a valuable employee 1 identify the internal and external customers for your store 1 identify the parts of the service chain and describe their role in the chain 1 describe what customer care and customer service mean at your store 1 explain why effective communication is important in the workplace 1 describe ways to communicate effectively 1 explain how and why communication can become difficult 1 answer enquiries and give information 1 use your product knowledge to find the best solutions for customers’ needs 1 explain how you keep your product knowledge up to date 1 give customers clear and accurate information about products 1 explain the features of particular products 1 explain the benefits of using particular products and make recommendations based on those benefits 1 create and maintain positive interactions/relationships with your customers 1 deal with challenging customers 1 describe the legislation that applies to the sale of goods and services 1 identify the characteristics and responsibilities of an effective team member 1 contribute to team meetings and/or discussions 1 help to achieve team goals/objectives.

What does this training resource cover? This training resource is made up of seven separate sections: 1 Creating positive impressions 1 Meeting customers’ needs 1 Communicating with customers 1 Knowing your products 1 Creating positive interactions 1 Legal requirements 1 Working together.

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Customer Service Award


Features of this training resource

Icons The following icons have been used in this training resource.

example Key Point Classroom Activity Workplace Activity

This icon identifies an example.

This icon tells you there is a key point to remember. This icon indicates that you can complete the activity in the classroom. This icon means that you must either: • complete the activity at your workplace in a retail store or • refer to a customer service situation that you completed in your workplace. This icon lets you know that there is more information on this subject in another module or section.

Examples This training resource uses examples as a learning tool. You need to read each example carefully to check what information it contains. You might find it useful to use a highlighter pen to mark any information that is new to you.

Activities This is an activity-based learning resource. It has activities that: 1 contain useful and important information 1 encourage you to practise and apply what you are learning to your workplace environment. The activities have been designed to: 1 take between 10 and 20 minutes to complete so that you can work on them during quiet periods 1 encourage you to talk to your Gateway coordinator/teacher or other members of your team about what you are doing 1 help you successfully complete the assessment tasks at the end of the resource.

Introduction

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Section

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Creating positive impressions An impression: 1 is the effect something has on you and/or the thoughts you have about it

impression feeling, effect, reaction, thought

1 may be positive (good) or negative (bad).

First impressions A first impression is what you feel and think the first time you do or see something, or go somewhere new. Once someone has a first impression it is very difficult to change, especially if it is negative. You should always try to give people a positive first impression. In the retail industry, first impressions are extremely important. You are the ‘face’ of the company that you work for. For many customers you are their first contact with your business. You only get one chance to create a positive first impression and you have just 10 seconds to do it. In these first 10 seconds, new customers, are judging you and your store. They are looking for clues that tell them about: 1 how attractive the store is 1 the range and quality of goods for sale 1 the staff 3 their personal presentation 3 their body language 3 what they are saying 3 how they are saying it. First impressions can make a new customer decide to come into your store or decide to turn around and go somewhere else.

Section 1: Creating positive impressions

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Key Point Customers can be internal or external ‘Internal customers’ are everyone in your organisation who: 1 you rely on to complete a task or to give you the information that you need to do your job effectively 1 may need your help or advice to complete their work efficiently. ‘External customers’ are the people who come into your store to buy the products or services that you offer.

Classroom Activity Walking in a customer’s shoes – first impressions 1. Think of a place where you like to shop. Why it is one of your favourite places? How do you feel about the people working there? Think about their personal presentation including: • their standards of personal hygiene • how they are dressed • their grooming • the image they present • their attitude to you, other customers and other staff members. Write your thoughts in the space below. ................................................................................................................................................... ................................................................................................................................................... ................................................................................................................................................... ................................................................................................................................................... ................................................................................................................................................... 2. Are there stores you wouldn’t go back to? Write your reasons in the space below? .............................................................................................................................................. .............................................................................................................................................. .............................................................................................................................................. .............................................................................................................................................. Continued on NEXT Page

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Customer Service Award


3. What impact can negative customer impressions have on a business? • Discuss your ideas with your Gateway coordinator and your store manager or another senior staff member. • Write the key points from your discussions in the space below. ........................................................................................................................................ ........................................................................................................................................ ........................................................................................................................................ ........................................................................................................................................ ........................................................................................................................................

After you have completed this section, you will be able to: 1 explain the importance of personal hygiene, presentation and image in creating a positive impression for your store 1 describe how being motivated and having a positive attitude make you a valuable employee.

Presentation and image Personal presentation is about being professional and taking pride in yourself. When you feel good about yourself you will have confidence when you are dealing with customers. Everyone who works in your store plays a part in giving customers an impression of your store and the company. It is important to understand that how you look affects: 1 your personal professional image 1 the image of the company/business and everyone in it.

Section 1: Creating positive impressions

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Taking pride in your appearance Personal presentation is more than just the way you dress. It’s about: 1 personal hygiene, grooming and presentation 1 showing a positive image to your customers and workmates. The most important factors in creating a positive impression are how you are dressed and whether you look clean and tidy. Customers like to be served by staff who look neat, clean and professional. Being clean and tidy shows that: 1 you care about your appearance and your work 1 you pay attention to details. Your store expects you to follow store policies about your uniform and appearance. Your clothing must be appropriate, clean and pressed. If you wear a uniform make sure you wear it correctly. For example, your store may require that: 1 you wear protective clothing as part of your uniform, such as closed-toed shoes 1 your nametag is visible and not damaged.

example Jess has been working part-time in a women’s fashion store for three months. She is keen to make a positive impression as someone who is professional and reliable. She hopes to get a permanent position at the store when she leaves school. Each day, Jess checks herself in the mirror to make sure that: 1 she is wearing clothing from the range in her store and that it is clean and tidy 1 her hair is clean and tidy 1 her shoes are clean and comfortable 1 her jewellery is within the acceptable limits.

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Customer Service Award


0800 486 738 www.retailinstitute.org.nz

Copyright Š Retail Institute

Nov '11

All rights reserved. No part of this publication may be reproduced in any form without prior written permission. Enquiries should be made to the Retail Institute, PO Box 24341, Wellington.

Customer Service Award  

The Customer Service Award (Level 2) is for senior secondary students (Year 11 to Year 13+) who are undertaking structured workplace learnin...

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