Delivering and Monitoring a Service to Customers - Module LSA MSM3 M01 11 23

Sep 12, 2026

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Marketing and Sales Management Level III module focuses on delivering and monitoring services to customers. It trains learners to identify customer needs and expectations, determine priorities, and apply effective communication while addressing needs and recognizing limitations. The module then guides service delivery through rapport building, handling customer complaints, responding to needs, and promoting services and products. Finally, it covers monitoring and reporting service delivery via customer satisfaction review, quality enhancement, feedback collection, and structured reporting.

LanguageEnglish

CategoryPresentations

FormatPDF

Pages70

Reading Time25 min

AccessFree to download

UNIT ONE: CUSTOMER NEEDS

1.1 Customers’ needs and expectations

1.2 Customer needs priorities

1.3 Effective communication

1.4 Addressing customer’s Needs

1.5 Limitations in addressing customer needs

UNIT TWO: DELIVERING A SERVICE TO CUSTOMERS

2.1 Customer service

2.2 Establishing rapport

2.3 Customer complaints

2.4 Providing respond to Customer needs

2.5 Opportunities to Promote services and Products

UNIT THREE: MONITOR AND REPORT ON SERVICE DELIVERY

3.1 Reviewing customer satisfaction

3.2 Enhancing quality of services and products

3.3 Monitor service delivery

3.4 Customer feedback

3.5 Reporting service delivery

References

Marketing and Sales Management Level III Based on November, 2023 Curriculum Version II Module Title: Delivering and Monitoring a Service to Customers Module Code: LSA MSM3 M01 11 23 Nominal duration: 75 hrs. Prepared by: Ministry of Labor and Skills November, 2023 Addis Ababa, Ethiopia | Page i of 70 | Author/Copyright : Ministry of Labor and Skills | Delivering And Monitoring a services to Customer | Version-II | | --- | --- | --- | --- | | | | | November , 2023 | Acknowledgment Ministry of Labor and Skills wish to extend thanks and appreciation to the many representatives of TVET instructors and respective industry experts who donated their time and expertise to the development of this Teaching, Training and Learning Materials (TTLM) . | Page ii of 70 | Author/Copyright : Ministry of Labor and Skills | Delivering And Monitoring a services to Customer | Version- II | | --- | --- | --- | --- | | | | | November , 2023 | Contents Acknowledgment.............................................................................................................ii UNIT ONE: CUSTOMER NEEDS ............................................................................... 2 1.1 Customers’ needs and expectations ...................................................................... 2 1.1.1 Customer need.................................................................................................... 3 1.1.2 Strategies for Identifying Customer Needs .......................................................... 5 1.1.3 Customer Expectations ........................................................................................ 8 1.2 Customer needs priorities ..................................................................................... 12 1.3 Effective communication .................................................................................... 14 1.4 Addressing customer’s Needs .............................................................................. 20 1.5 Limitations in addressing customer needs........................................................ 21 SELF-CHECK (UNIT ONE) ...................................................................................... 25 UNIT TWO: DELIVERING A SERVICE TO CUSTOMERS...............................27 2.1 Customer service .................................................................................................. 28 2.2 Establishing rapport .............................................................................................. 32 2.3 Customer complaints ............................................................................................ 35 2.4 Providing respond to Customer needs.................................................................. 46 2.5 Opportunities to Promote services and Products ............................................ 50 SELF-CHECK (UNIT TWO) ..................................................................................... 52 UNIT THREE: MONITOR AND REPORT ON SERVICE DELIVERY..............54 3.1 Reviewing customer satisfaction .......................................................................... 55 3.2 Enhancing quality of services and products..................................................... 58 3.3 Monitor service delivery ....................................................................................... 60 3.4 Customer feedback................................................................................................ 61 3.5 Reporting service delivery .................................................................................... 62 SELF-CHECK (UNIT THREE) ................................................................................. 64 References ................................................................................................................... 66 | Page iii of 70 | Author/Copyright : Ministry of Labor and Skills |

FAQs

What competencies does this module develop for delivering a service to customers?

It develops skills to identify customer needs and expectations, prioritize needs, communicate effectively, address customer needs, and understand limitations in addressing them.

How does the module cover customer service delivery?

It includes establishing rapport, handling customer complaints, responding to customer needs, and creating opportunities to promote services and products.

What topics are included in monitoring and reporting service delivery?

It trains learners to review customer satisfaction, enhance service and product quality, monitor service delivery, collect customer feedback, and report on service delivery.

Sep 12, 2026

Upload by Aria