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1.1 Evaluate how management and leadership styles impact on customer service.

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This form must be completed for each final unit submission including resubmissions.

Course: Level 5 Diploma in Management and Leadership Unit: Principles of Customer Service Management Learner’s Name: XXXX Assessor’s Name: Submission Date: XXXX

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Grade awarded (Pass/Refer):		XXXX	Date:	XXXX
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IQA’s Name:		Iqbal Ahmad
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Introduction:

Customer service is an area of the sales department that provides exceptional services to retain customers and build brand image. For this unit, you are required to prepare a business document.

Task 1: (Prepare a business document)

Your document must cover the following points.

Learning outcome 1: Understand the principles of management in customer service

1.1 Evaluate how management and leadership styles impact on customer service.

1.2 Explain how customer service systems and processes balance:

• Customer satisfaction
• Financial considerations
• Legislation

1.3   Evaluate the importance of developing customer service policies that support the culture and ethics of the organisation.

Learning outcome 2: Understand how to manage recruitment and training to support customer service

2.1 Analyse the personal and professional skills required to deliver effective customer service in the organisation.

2.2 Explain how to recruit and select staff for a customer service role.

2.3 Analyse methods used to train and develop staff in customer service delivery.

2.4 Explain the relationship between staff training, experience, personality and customer service delivery.

Learning outcome 3: Understand the management of customer service delivery

3.1 Analyse the roles and responsibilities of customer service management in relation to:

• The organisation’s service offer
• Customer expectations
• Customer satisfaction

3.2 Appraise the use of customer service as a competitive tool by the commercial sector.

3.3 Appraise the use of customer service as a contribution to best value in the public or third sector

3.4 Evaluate how customer service values and ethics are demonstrated and maintained.

3.5 Appraise the key features of a customer service culture within an organisation.

3.6 Analyse how technology can be used to improve customer service delivery.

Learning outcome 4: Understand the value of monitoring, evaluating and continuous improvement in customer service delivery

4.1 Explain the importance of monitoring the delivery of customer service within the organisation.

4.2 Evaluate the methods for monitoring customer service performance.

4.3 Explain how risk assessment is applied within customer service delivery.

4.4 Evaluate ways in which an organisation can seek continuous improvement in customer service.

4.5 Explain the importance of establishing collaborative partnerships in customer service.

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Learning Outcomes – The learner will:	Assessment Criteria – The learner can:
1 Understand the principles of management in customer service	1.1 Evaluate how management and leadership styles impact on customer service.
	1.2 Explain how customer service systems and processes balance: Customer satisfaction Financial considerations Legislation
	1.3 Evaluate the importance of developing customer service policies that support the culture and ethics of the organisation.
2 Understand how to manage recruitment and training to support customer service	2.1 Analyse the personal and professional skills required to deliver effective customer service in the organisation.
	2.2 Explain how to recruit and select staff for a customer service role.
	2.3 Analyse methods used to train and develop staff in customer service delivery.
	2.4 Explain the relationship between staff training, experience, personality and customer service delivery.
3 Understand the management of customer service delivery	3.1 Analyse the roles and responsibilities of customer service management in relation to: The organisation’s service offer Customer expectations Customer satisfaction
	3.2 Appraise the use of customer service as a competitive tool by the commercial sector.
	3.3 Appraise the use of customer service as a contribution to the best value in the public or third sector.
	3.4 Evaluate how customer service values and ethics are demonstrated and maintained.
	3.5 Appraise the key features of a customer service culture within an organisation.
	3.6 Analyse how technology can be used to improve customer service delivery.
4 Understand the value of monitoring, evaluating and continuous improvement in customer service delivery	4.1 Explain the importance of monitoring the delivery of customer service within the organisation.
	4.2 Evaluate the methods for monitoring customer service performance.
	4.3 Explain how risk assessment is applied within customer service delivery.
	4.4 Evaluate ways in which an organisation can seek continuous improvement in customer service.
	4.5 Explain the importance of establishing collaborative partnerships in customer service.

Example Answer - Plagiarised

1.1 Evaluation of How Management and Leadership Styles Impact on Customer Service

Effective customer service is crucial for the success of any organisation, and it is heavily influenced by the management and leadership styles adopted within the organisation. Different styles can lead to varying outcomes in terms of employee motivation, engagement, and ultimately, the quality of service provided to customers.

1.1.1 Authoritarian Leadership

Authoritarian leadership, characterised by centralised decision-making and a top-down approach, can negatively affect customer service. Employees under this style may feel disempowered and less motivated to go the extra mile for customers. Their roles become more about compliance than initiative, which can lead to a lack of creativity in problem-solving. For instance, in a retail environment, if staff are not encouraged to make decisions independently, they may fail to respond effectively to customer inquiries or complaints, resulting in poor service experiences.

1.1.2 Democratic Leadership

In contrast, democratic leadership fosters a collaborative environment where employee input is valued. This participative approach can significantly enhance customer service. When employees feel their opinions matter, they are more likely to be engaged and motivated. For example, in a hospitality setting, staff who contribute ideas on improving guest experiences may develop innovative service solutions that enhance customer satisfaction. This leadership style encourages a sense of ownership among employees, which translates to better service delivery.

1.1.3 Transformational Leadership

Transformational leadership, which inspires and motivates employees towards a common vision, also positively impacts customer service. Leaders who embody this style tend to build strong relationships with their teams, fostering an atmosphere of trust and collaboration. Employees are encouraged to develop their skills and take initiative, leading to a more empowered workforce. In practice, this means that employees are more likely to take personal responsibility for customer satisfaction and go above and beyond to meet customer needs, thereby enhancing overall service quality.