The unit aims to provide the learner with knowledge of approaches to customer service in housing. It aims to consider the role of effective customer service in the design, delivery and improvement of housing services. Service and how to use customer feedback to develop customer focussed, needs led services.

Unit Learning Outcomes

1. Understand the relationship between good customer service, effective service delivery and continuous improvement.
2. Understand how to develop and deliver effective customer service in housing.
3. Understand how to use customer feedback to improve service design and delivery.

Assessment criteria for this assessment

1.1. Explain the role of effective customer service in developing, delivering and improving housing services.

1.2. Explain the concept of continuous improvement.

1.3 Evaluate standards and measures which aim to develop a culture of customer focus and continuous improvement.

2.1. Explain how to develop customer focussed systems, policies and procedures.

2.2. Understand the role of the manager and staff in developing and maintaining a customer focussed culture.

Assignment Task

You work for a large housing association which has recently taken on a cohort of trainees who will be working in the Customer Service Centre. Your manager has asked you to train them in customer service. You should produce a PowerPoint presentation with notes which covers the following:

1. An introduction to customer service which answers these questions :
2. What is the role of customer service in developing, delivering and improving housing services?
3. What is continuous improvement? Provide a definition.
4. How effective are the standards and measures which are used to develop a culture of customer focus and continuous improvement? Give at least 2 examples ( 1,000 words)
5. Using a specific housing association as an example, evaluate the systems used for monitoring, analysing and responding to positive and negative customer feedback
6. Analyse the common themes that emerge from this feedback and state how can these be used to improve, develop or deliver services? Give at least 2 examples. (1,000 words)

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