P4, P5, M2, M3, D2 - Customer Service

BTEC Travel and Tourism - Unit 4 - Customer Service P4, P5, M2, M3, D2 - Customer Service - Distinction Having described these skills, learners will have the opportunity to put them into practice as P4, P5, M2 and M3 must be assessed through practical activities. This could be in real travel and tourism workplace situations, or may be simulated through role-plays. All assessment evidence for these criteria could be supported by observation sheets signed by the assessor which details how each criterion has been achieved. This observation sheet must give details of the situation and a description of the learner’s performance when interacting with the customer and meeting their needs. There could also be a summative statement regarding the quality of that performance. For P4 and M2, learners should demonstrate their skills in at least three situations, one of these being in writing (paper-based or electronic), one face-to-face and one on the telephone. One situation for P4 must demonstrate skills in dealing with a complaint. Industry relevant documentation must be completed for one of the situations in P4, for example a lost property report form or customer service report. At this level situations for assessment require dialogue to be developed between the learner and the customer and there is a need to use listening and questioning skills. A selection of scenarios from different industries within travel and tourism and customer profiles can be provided by the assessor as necessary. Learners must attempt to use all customer service skills listed in the unit content, although their success with some aspects might be limited. At pass level there may still be areas for improvement. Independent and effective application of customer service/selling skills in all situations will contribute to the achievement of M2 and M3. To satisfy P5, learners must demonstrate selling skills in a travel and tourism sales situation. This should include building rapport, establishing customer needs and expectations, showing product knowledge including some features and benefits, and demonstrating some skills to overcome objections and close the sale. For M3, they must demonstrate effective selling skills and show good product knowledge to highlight relevant features and benefits, and bring the sale to an effective close, overcoming objections. In addition to observation sheets (and witness statements from employers) video evidence may also be used, self and peer evaluations, supporting notes, documentation etc but individual learners must be clearly identified, and supporting written evidence provided by the tutor. For D2, learners will have provided a consistently high standard of customer service in different situations. When making a sale they will have demonstrated strong selling skills and excellent product knowledge to bring about a successful sale of suitable products and services to meet customer needs and expectations. When dealing with a complaint, learners will have shown the ability to take control of the situation and used complaint handling skills to effect a satisfactory outcome. They will have demonstrated knowledge of products or procedures when dealing with an enquiry, providing information etc. Learners will have communicated appropriately and demonstrated the full range of customer service skills across the evidence as a whole. Tutor evidence, peer and self-evaluation will support achievement of this criterion.