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1.1, p1,, DISCUSS REASONS FOR USING CUSTOMER SERVICE POLICIES.

Customer service policy helps to improve a better performance or

obligation for them to provide an excellent service,highest standerds of

quality service.cleanless and value in the restaurent.this policy is to meet the

standerds of expectations and satisfaction..

Reasons for using customer service policy

(1). customer requirment and expectation. - customers are only satisfied in

theirrequirement are consistently met.to be competitive, we must meet these

requirment in a timely and cost effective manner..

(2). Customer perceptionand satisfaction. - this is does not lend it self to

easy measurement,while some customers will look for interesting even

adventours food,served in a friendly and professional maner, others may

attach more importance to awhole host of element such as

hygince,cleanless,price rangeof parking facilities..

(3). Service knowledge. - the higher knowledge about your product,the

easier way to provide quality service,you need to be aware an some of the

benifit of knowing the products you sell..

(4). Effective commiunicatin. - commiunication takes place when oneperson

transmits idea or feeling to another person of group of people.its

effectiveness ismeasured by the similarity between the idea termitted and

the idea recivered.this is very important because this to make sure that good

understanding with the product isestablished..

(5). Confidentiality. - Confidentiality defined as keeping customer and client

information private,importance aspect for personal security,and the right of

everyone to have information about themselves is kept serverd.this is to

keep and avoid unauthorized served to have anaccess recording or get any

information..

(6). Monitoring customer service and satisfaction. - Is very important t

ensuring all the service and poduct including its systemand componnents

that effect its quality each business has own method to monitor their

customer service it depend on the type of the business.it also completed to

know about their customers think of the service or product they providewheather it needs to make as customer satisfied on their service.this helps to

a quickand easy way to get feedback from the customers..

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1.2, p2,, DISCUSS THE PURPOSE OF EVALUTING A CUSTOMER SERVICE

POLICY,INDICATING HOW THIS CAN ASSIST FUTURE STAFF TRAINING AND

DEVELOPING

The point of evaluting a customer service policy helps them to

improve a better performance,or obligating for them to provide an excellentservice,service is that arecombined and offerd customers as a total

package .....like for a example,, a restaurent service all elementsof the total

package have to be satisfactory, the purpose is to meet standerds customers

expectation and satisfaction. because customers satisfaction depend on the

quality of the food,and service quality offer the example of food quality is

when the food is served hot and fresh or tasty and flavourful and the service

quality example is the food order was correct and complete, the avaliability

of saurces,vtensils and napkins etc...

Staff training and development helps them indicating how can assist in future

like job beneit mix money knowlwdge and development joined from a job..

1.3, p3,, EVALUATE DIFFERENT COMMUNICATION METHODS AND HOW

THESE ARE USED TO BEST EFFECT

Communication is at the heart of our daily lives. take place when

one person transmits ideas or feeling to another person or group of people.

Commiunicate depend 3 parts........ it's are 1,verbal 2,non-verbal 3,writing...

(1), Verbal commiunication - verbal commiunication is a organized by

language.what fallows here has a more practical oriantation and is intented

to help you become a more effective commiunicator.

principals of effective commiunication is (a). think about the needs of your

customers or guidence.. (b). organized what you have to say into a logical

structure.. (c). respond of feed back

(2), Non - verbal commiunication - Non verbal commiunication defined as

commiunicating without words. '' though multiple commiunication channel

''..

Examples of psychology interpersonal behaviour,

(a), Bodily contact

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(b), Physical proximitly

(c), Orientation

(d), Body posture

(d), Gestures

(e), Head nods

(f), Facial expression

(g), appearance

(h), Non-linguistic aspect of speech

(3), Writing commiunication - Written commiunication involves any type ofinteraction .that makes use of the written word.