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Maintain customer care

URN: PPL1GEN3
Business Sectors (Suites): Hospitality - Generics
Developed by: People 1st
Approved on: 01 Mar 2022

Overview

This standard is about providing a good level of service to your customers and helping to deal with any problems they may have.

When you have completed this standard you will have demonstrated your understanding of and your ability to:

  • Maintain customer care

Performance criteria

You must be able to:

1. Follow your organisation's procedures for dress and appearance 2. Establish and maintain a professional and polite relationship with the customer 3. Maintain focus on the customer and their needs 4. Deal with customer requests according to your organisation's service procedures 5. Deal with any additional needs customers may have 6. Give the customer the information customers need without giving them any confidential information 7. Provide the service correctly and check that the customer is satisfied or if you may help them in any other way 8. Recognise when something is a problem from the customer's point of view 9. Acknowledge the customer's problem and apologise for any inconvenience 10. Reassure them that it will be dealt with by the appropriate person 11. Deal with the customer's problem quickly and calmly, following the correct organisational procedures 12. Report to an appropriate member of staff for help If you cannot deal with the problem yourself 13. Let the customer know what is happening 14. Ensure the problem has been dealt with

Knowledge and Understanding

You need to know and understand:

1. Your organisation's procedures for customer care and how to put these into practice 2. The importance of good customer care to you and your organisation 3. The importance of brand /organisational values and guidelines and how to represent them 4. Your organisation's procedures for dress and appearance and why these are important 5. How to make a good first impression to the customer and why this is important 6. Why it is important to maintain your focus on the customer and their needs and to find out if you can assist them further 7. How to help your customer feel welcome and at ease 8. Routine and special requests that customers may have and how to deal with these 9. The types of questions that customers may have, how to answer these and the types of information you should not give to customers 10. How to behave with customers when you are providing a service and how to be polite and helpful and behave in a way that makes  them feel valued 11. Why it is important to see the problem from the customer's point of view, acknowledge the problem and apologise to the customer 12. The types of problems that customers may have and how to deal with these yourself 13. The types of customer problems that you should pass on to another member of staff and who this should be 14. Situations where it is important to explain to the customer what has caused their problem 15. Why it is important to let the customer know what is happening to solve their problem 16. Why it is important to make sure the customer is satisfied with what you have done 17. How reporting customer problems can help to improve customer care in the future

Scope/range

1 Customers
1.1 with routine needs

1.2 with non-routine needs

2 Problems

2.1 with service
2.2 communication
2.3 incidents and accidents

Scope Performance

Scope Knowledge

Values

Behaviours

Skills

Glossary

Links To Other NOS

External Links

Version Number

3

Indicative Review Date

28 Feb 2027

Validity

Current

Status

Original

Originating Organisation

People 1st International Ltd

Original URN

PPL1GEN3

Relevant Occupations

Bar Staff, Receptionist, Room Attendant, Team Member, Waiter/Waitress

SOC Code

9263

Keywords

maintain, customer, care, complaints, communication