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Code: LSA MSM3 M01 11 23  \nNominal duration: 75 hrs.  \nPrepared by: Ministry of Labor and Skills  \nNovember, 2023 Addis Ababa, Ethiopia  \n\n| Page i of 70 | Author/Copyright : Ministry of Labor and Skills | Delivering And Monitoring a services to Customer | Version-II |\n| --- | --- | --- | --- |\n|  |  |  | November , 2023 |\n\nAcknowledgment  \nMinistry 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) .  \n\n| Page ii of 70 | Author/Copyright : Ministry of Labor and Skills | Delivering And Monitoring a services to Customer | Version- II |\n| --- | --- | --- | --- |\n|  |  |  | November , 2023 |\n\nContents  \nAcknowledgment.............................................................................................................ii  \nUNIT ONE: CUSTOMER NEEDS ............................................................................... 2  \n1.1 Customers’ needs and expectations ...................................................................... 2  \n1.1.1 Customer need.................................................................................................... 3  \n1.1.2 Strategies for Identifying Customer Needs .......................................................... 5  \n1.1.3 Customer Expectations ........................................................................................ 8  \n1.2 Customer needs priorities ..................................................................................... 12  \n1.3 Effective communication .................................................................................... 14  \n1.4 Addressing customer’s Needs .............................................................................. 20  \n1.5 Limitations in addressing customer needs........................................................ 21  \nSELF-CHECK (UNIT ONE) ...................................................................................... 25  \nUNIT TWO: DELIVERING A SERVICE TO CUSTOMERS...............................27  \n2.1 Customer service .................................................................................................. 28  \n2.2 Establishing rapport .............................................................................................. 32  \n2.3 Customer complaints ............................................................................................ 35  \n2.4 Providing respond to Customer needs.................................................................. 46  \n2.5 Opportunities to Promote services and Products ............................................ 50  \nSELF-CHECK (UNIT TWO) ..................................................................................... 52  \nUNIT THREE: MONITOR AND REPORT ON SERVICE DELIVERY..............54  \n3.1 Reviewing customer satisfaction .......................................................................... 55  \n3.2 Enhancing quality of services and products..................................................... 58  \n3.3 Monitor service delivery ....................................................................................... 60  \n3.4 Customer feedback................................................................................................ 61  \n3.5 Reporting service delivery .................................................................................... 62  \nSELF-CHECK (UNIT THREE) ................................................................................. 64  \nReferences ................................................................................................................... 66  \n\n| Page iii of 70 | Author/Copyright : Ministry of Labor and Skills | ","cbCaidZ1Ui0uLdI6","https://ap.wps.com/l/cbCaidZ1Ui0uLdI6","pdf",1489025,"English","# UNIT ONE: CUSTOMER NEEDS\n## 1.1 Customers’ needs and expectations\n## 1.2 Customer needs priorities\n## 1.3 Effective communication\n## 1.4 Addressing customer’s Needs\n## 1.5 Limitations in addressing customer needs\n# UNIT TWO: DELIVERING A SERVICE TO CUSTOMERS\n## 2.1 Customer service\n## 2.2 Establishing rapport\n## 2.3 Customer complaints\n## 2.4 Providing respond to Customer needs\n## 2.5 Opportunities to Promote services and Products\n# UNIT THREE: MONITOR AND REPORT ON SERVICE DELIVERY\n## 3.1 Reviewing customer satisfaction\n## 3.2 Enhancing quality of services and products\n## 3.3 Monitor service delivery\n## 3.4 Customer feedback\n## 3.5 Reporting service delivery\n# References","[{\"question\":\"What competencies does this module develop for delivering a service to customers?\",\"answer\":\"It develops skills to identify customer needs and expectations, prioritize needs, communicate effectively, address customer needs, and understand limitations in addressing them.\"},{\"question\":\"How does the module cover customer service delivery?\",\"answer\":\"It includes establishing rapport, handling customer complaints, responding to customer needs, and creating opportunities to promote services and products.\"},{\"question\":\"What topics are included in monitoring and reporting service delivery?\",\"answer\":\"It trains learners to review customer satisfaction, enhance service and product quality, monitor service delivery, collect customer feedback, and report on service delivery.\"}]","Delivering and Monitoring a Service to Customers - Module LSA MSM3 M01 11 23 | PDF",1789205107,25]