Unit 3 Customer Service

Aim of Unit 3 is Customer Service

This unit focuses on educating the learners about the concept of customer service, which is a key essential requirement in hospitality industry. This will help the learners understand the functions and principles of customer service by providing customers with quality service. The feedback received from the customers plays a very important role in the improvement and development in delivering the service to the customers. Therefore this unit provides learners with the customer service in fields like hospitality, tourism and travel. Further the learner will understand the purpose of customer service, customer-focused culture, customer demands and expectations and its impact on the hospitality industry.


Learning outcomes

LO1 Understand customer service policies within business and services contexts

The learners are required to understand the customer service policies like fulfilling the demands, needs and requirements of the customers. The policies involve monitoring the service provided to the customers, and making sure that they are satisfied.  The quality of service is the main factor that can be achieved by attaining flexibility, staff competency and implementing responsiveness for the benefits of customers. The involvement of the feedbacks from the customers, providing relevance, providing training to the staff, in the hospitality industry like hotels and restaurants falls under the customer service policies implemented within the service.

LO2 Understand the purpose of promoting a customer-focused culture

In the hospitality industry it is necessary to understand the purpose of promoting a customer-focused culture. Communication with the customers plays a very important role. Through verbal and written communication, it helps in promoting the customer– focused culture. Since the customers plays the central role it is necessary to identify the requirements and fulfil their expectations. The benefits of the improvement in service help in customer satisfaction and gain reputation.

LO3 Be able to investigate customer requirements and expectations

To provide better customer service in the hospitality industry, it is necessary to investigate the requirements and expectations of the customers. The hospitality industry, be it in hotels or restaurants, it is necessary to be informed about details like past information and records about the customers and the staff. Researches in the form of interview, survey or through contact methods like email and telephone must be implemented. The company must be informed about information regarding governmental publications, financial information and client databases; this would further help in planning and implementing improvement methods to the staff and management.

LO4 Be able to provide customer service within business and services contexts to meet required standards

In the hospitality industry, the customer’s falls under different categories like children, adults, foreign customers, disabled and even some under the influence of drugs and medication. Therefore to meet the required standard of the customers in terms of products, special requirements and customer protection legislation, the service providers must improve the service accordingly by implementing policies like confidentiality, improved reception skills and consultation and seeking advice.

Unit 3 Customer Service

Learning outcomes and assessment criteria

Learning outcomes   On successful completion of this unit a learner will:Assessment criteria for pass   The learner can:
LO1 Understand customer service policies within business and services contextsdiscuss reasons for using customer service policiesdiscuss the purpose of evaluating a customer service policy, indicating how this can assist future staff training and development
LO2 Understand the purpose of promoting a customer- focused cultureevaluate different communication methods and how these are used to best effectanalyse how customer perception is influenced by customer service provision
LO3 Be able to investigate customer requirements and expectationsassess sources of information on customer requirements and satisfaction levelscarry out research on customer requirements and satisfaction levels for a selected business, suggesting potential improvements
LO4 Be able to provide customer service within business and services contexts to meet required standardsdeliver customer service in a business and service environmentreview own performance in the delivery of customer service and make recommendations for improvement


This unit can be linked with the following units in this qualification:

  • Unit 5: Food and Beverage Operations Management
  • Unit 6: Rooms Division Operations Management
  • Unit 7: The Developing Manager
  • Unit 8: Marketing in Hospitality
  • Unit 13: Conference and Banqueting Management
  • Unit 14: Hospitality Contract and Event Management
  • Unit 21: Small Business Enterprise.