Unit 2: Principles of Supervising Customer Service Performance
De unit is geschreven in het Engels en bevat 3 tasks
Inclusief voorwoord, nawoord, inhoudsopgave
PRINCIPLES OF SUPERVISING CUSTOMER
SERVICE PERFORMANCE IN HOSPITALITY,
LEISURE, TRAVEL AND TOURISM
Project title: Are you free
Stephanie van Voorst
Customer service is of vital importance to all organisations in the hospitality, leisure, travel and
tourism sector. A reputation for excellent customer service performance will help organisations to
attract and retain customers by differentiating them from their competitors. Supervisors are an
important factor in ensuring the continuity of an effective and positive customer service culture
within an organisation.
This unit looks at how a supervisor can help to develop customer service in their business, the
relationship between customer service and selling and the impact that customer service can have on
You will also explore the role of the supervisor in providing customer service and their part in
building teams that can deliver effective customer service. The importance of the part played by staff
development, training, coaching and different methods of giving feedback in customer service are
also explored. Finally, the unit allows you to investigate the effectiveness of customer service by
measuring it against customer service standards and to suggest improvements.
Through completion of this unit, you will be able to appreciate the vital role they play, as supervisors
or potential supervisors, in the hospitality, leisure, travel and tourism sector, in contributing to the
quality of customer service.
On completion of this unit a learner should:
1. Understand how to develop a customer service culture within their business
2. Understand how to build teams and motivate colleagues through techniques such as on-site
3. Understand how to effectively monitor and communicate levels of customer service
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