Level 2 and 3 Diploma in Business Support (4475-12/13)

• individuals
• other businesses, including suppliers.
The candidate should be able to give examples of each and explain how their needs and
expectations may differ.
2. Customer expectations are what customers think should happen and how they believe they
should be treated when asking for or receiving customer service. The candidate will need to
explain how customer expectations are formed, eg through
• own experience
• what they see or hear
• word of mouth.
The candidate should be able to explain how an individual can contribute to meeting customer
expectations positively and professionally, eg:
• interacting effectively with customers and clients
• using appropriate verbal and non-verbal communication skills
• using questioning and listening skills
• identifying potential communication problems and solutions
and the ways they exceed them through, eg:
• their personal presentation
• their attitude and behaviour
• the level of service offered
and the effect this has on an organisation‘s success.
3. Benefits of building positive relationships with customers in terms of
• organisation’s reputation
• repeat business
• working relationships
and how to do so with both internal and external customers, eg building rapport, keeping
promises/commitments.
4. The candidate will need to identify the different needs customers have, both general, eg for
information, assistance, advice, and special requirements such as hearing or sight impairment,
language, age, cultural needs or specific learning difficulties. They will need to identify the ways
in which customers demonstrate their needs and expectations both verbally and non-verbally.
Outcome 9 Understand the purpose of reception services and how to
follow reception procedures
1. The candidate will need to describe the basic duties carried out in a receptionist role, eg
• welcoming visitors
• escorting visitors
• security procedures
• appointments/bookings management
• receiving packages
• giving information.
They will need to describe the receptionist’s importance in creating a good first impression for
the organisation.
2. How to present a positive image in terms of, eg:
• personal presentation
• communication, both verbal and non-verbal
64 Level 2 and 3 Diploma in Business Support (4475-12/13)