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Manage customer service operations
Learning Outcomes Assessment Criteria The learner will: The learner can:
1. Understand the management of customer service operations1.1 Explain the basis for allocating resources1.2 Analyse the suitability of a range of methods to monitor customer service operations1.3 Explain the strategies needed to deliver seamless customer service1.4 Explain techniques used to develop solutions to problems1.5 Evaluate sources of information on customer performance data1.6 Analyse a range of techniques to identify patterns and trends in customer behaviour and customer service performance1.7 Analyse a range of possible improvements to customer service operations2. Be able to plan customer service operations2.1 Define the service offer to meet identified customer expectations2.2 Develop plans that will enable sustainable and consistent customer service operations to agreed standards2.3 Develop contingencies that address identified risks2.4 Specify targets, objectives, key performance indicators (KPIs)and monitoring arrangements2.5 communicate objectives, targets, standards and procedures to staff3. Be able to manage customer service operations3.1 Allocate resources according to agreed priorities3.2 Keep staff informed of developments and best practice3.3 Maintain positive working relationships amongst staff3.4 Carry out monitoring activities in accordance with plans3.5 Manage deviations from expected performance and service failures in accordance with contingency plans3.6 Use feedback from staff and customers to make improvements3.7 Take action within the limits of their responsibility to make improvements to customer service performance4. Be able to measure customer service performance4.1 Ensure that systems to collect agreed performance data are in place4.2 Identify trends of customer behaviour and customer service performance4.3 Benchmark performance against agreed measures4.4 Address identified anomalies and problems4.5 Identify areas for improvement within customer service