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AC 2.2 Summarise the ways in which you can be customer-focused, and standards-driven in your own context.

October 17, 2023
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Category: CIPD Level 3

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AC 2.2 SUMMARISE THE WAYS IN WHICH YOU CAN BE CUSTOMER-FOCUSED, AND STANDARDS-DRIVEN IN YOUR OWN CONTEXT.

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Guidelines:

Learners must address the following:

Addressing the importance of a customer-focused and standard-driven approach.
Discuss customer-focused ethos.
Explain how to apply value-driven philosophy.
Explain how to apply and maintain customer service standards.
Give examples.
References.

Introduction to customer-oriented and standards-oriented approach:

Learners should explain how to promote the customer-oriented spirit and the importance of following service standards for customers. Explaining these principles is essential to maintaining a strong customer base, ensuring customer satisfaction, and implementing a profitable strategy.

Customer focus:

Learners should explain ways to be customer-focused in their environment. These include:

a. Understanding customer needs:

Learners should emphasise the importance of listening to and understanding customer needs, preferences, and pain points. They should provide examples of how to collect customer feedback and use it to improve an organisation’s product or service.

b. Personalisation:

Learners should discuss how to customize interactions with customers to create a personalised experience. This may include addressing customers by name, recalling past interactions, and offering recommendations about products.

c. Quick response:

Learners should emphasize the importance of responding quickly to customer queries, complaints and requests. They can share examples of how people professionals responded quickly to address customer concerns.

d. Effective communication:

Learners should explain the benefits of contacting customers to check on their interests, provide assistance, and provide relevant updates.

e. Problem Solving:

Learners should explain how people professionals can resolve customer problems and complaints by following a problem-solving process. They should show examples of good problem-solving.

Value driven philosophy:

Learners should explain how to use meaningful content in people professionals’ context. These include:

a. Quality Assurance:

Learners should explain the importance of maintaining quality standards for a product or service. Provide examples of how people professionals use quality control to meet or exceed customer expectations.

b. Cost efficiency:

Learners should discuss how to balance quality and cost efficiency to create value for customers. They should emphasise on initiatives to reduce waste, improve processes, and pass cost savings on to customers.

c. Transparency:

Learners should emphasise on the importance of transparency in businesses. They should explain how an organisation can provide its customers with clear and honest information about pricing, product features, and policies.

d. Sustainability:

Learners should demonstrate people professionals’ commitment to sustainable and responsible business. They should show how people professionals can promote environmental products or programs that align with the customers’ values and concerns.

Implement and maintain customer service standards:

Learners should describe ways in which people professionals can implement and maintain customer service standards in their environment. These include:

a. Defining Standards:

Learners should provide a summary of how to create clear, measurable customer service programs based on a user-centred and value-driven approach.

b. Training and development:

Learners should discuss how people professionals provide ongoing training and development for themselves and the team to ensure consistent customer service standards.

c. Monitoring and feedback:

Learners should explain the importance of regular monitoring and feedback. They should use examples to explain how to measure performance and obtain customer feedback for improvement.

d. Benchmarking:

Learners should discuss how customer service standards compare to industry standards or best practices to remain competitive and respond to changing customer expectations.

Real-life examples:

Learners should provide real-life examples of how organisations have successfully adopted customer-centricity and maintained customer service standards. For example, they can mention companies that are known for their customer service and high service standards, such as Amazon and Apple.