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Resolve customer service problems

URN: PPL2GEN7
Business Sectors (Suites): Hospitality - Generics
Developed by: People 1st
Approved on: 01 Mar 2022

Overview

This standard is about the effective handling of customer service problems. Remember that customers include everyone you provide a service to. They may be external to your organisation or they may be internal customers.

It is sometimes difficult to meet customer expectations. Even if the service you give is excellent, some customers experience problems. Part of your job is to help to resolve those problems. There is likely to be a problem if customer expectations are not met. This may be because your customer's expectations involve more than you can offer or because your service procedures have not been followed. Some problems are reported by customers and sometimes you spot the problem first and resolve it before your customer has even noticed. As soon as you are aware of a problem, you need to consider the options and then choose a way to put it right. This standard is particularly important in customer service because many customers judge how good the customer service of your organisation is by the way problems are handled.

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

  • Resolve customer service problems

Performance criteria

You must be able to:

1. Listen carefully to your customers about any problem they have raised 2. Ask your customers about the problem to check your understanding 3. Recognise repeated problems and alert the appropriate authority 4. Share customer feedback with others to identify potential problems before they happen 5. Identify problems with systems and procedures before they begin to affect your customers 6. Identify the options for resolving a customer service problem within organisational systems and procedures 7. Work with others to identify and confirm the options to resolve a customer service problem within the 'ethos' of the organisation 8. Work out the advantages and disadvantages of each option for your customer and your organisation 9. Discuss the best option(s) with your customer and your organisation 10. Identify for your customer other ways that problems may be resolved if you are unable to help 11. Discuss and agree the options for solving the problem with your customer 12. Implement the option agreed with your customer 13. Work with others and your customer to make sure that any promises related to solving the problem are kept 14. Keep your customer fully informed about what is happening to resolve the problem 15. Check with your customer to make sure the problem has been resolved to their satisfaction 16. Give clear reasons to your customer when the problem has not been resolved to their satisfaction

Knowledge and Understanding

You need to know and understand:

1. Organisational procedures and systems for dealing with customer service problems 2. How and when to use own initiative 3. How to have confidence in discussing customers’ needs 4. How to defuse potentially stressful situations 5. How to negotiate 6. The limitations of what you can offer your customer 7. Types of action that may make a customer problem worse and should be avoided

Scope/range

1. Organisational systems and procedures
1.1 time
1.2 cost
1.3 brand standard / standard operating procedure
1.4 culture

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

PPL2GEN7

Relevant Occupations

Bar Staff, Housekeeper, Reception , Team Member, Waiter/Waitress

SOC Code

9264

Keywords

resolve, customer service, problems, service recovery, complaints, customer satisfaction, customer needs