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Business Management - LP 6 The code of conduct and customer service standards
Introduction
Welcome
Chapter 1 - Monitor the level of service to a range of customer
Identify internal and external customers
The supply chain of the organisation
Internal and external customer of work unit
Ways of establishing rapport with customers and maintaining a professional relationship
Explain the standards of customer service expected
Implement service standards
Methods to obtain customer feedback
Chapter 2 -Apply the organisation’s code of conduct
Apply the organisation’s code of conduct
Components of the ‘moral compass’
So how do we know what generally accepted standards of right and wrong are?
Identify team members’ positions on the ‘moral compass’
The role of a code of conduct in a work environment according to ethical principles
Uphold the code of conduct within the work team
Identify examples of deviations from the code of conduct
Importance of reporting deviations
Chapter 3 - Conduct a structured meeting
Conduct a structured meeting
Meetings and the Communication Process
Managing Meetings
Types of meetings
Prepare for a meeting
Identify the physical arrangement and attendees required for a meeting
Creating a meeting objective
Using an agenda
Check the minutes of the previous meeting
Conduct a meeting
Techniques to deal with differing views during a meeting
Use a technique to create progress in a meeting
Using Group Meeting Norms / “Rules of Engagement”
Dealing with Different Personalities in a Meeting
Dealing with potential conflict in the meeting
How to close a meeting
Final Integrated Summative Assessment
Learning Programme 6: The code of conduct and customer service standards
Identify examples of deviations from the code of conduct
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