Customer Service

Overview

Framework:
RQF
Level:
Entry Level 3
Unit No:
H/504/8285
Credits:
3
Guided learning hours:
30 hours

Assessment Guidance

N/A

Unit Learning Outcomes

1

Know about good customer service.

Assessment Criteria

  • 1.1
    Give examples of good practice in customer service.
  • 1.2
    List reasons why good customer service is important for an organisation.
2

Know about the possible consequences of poor customer service.

Assessment Criteria

  • 2.1
    Give an example of how poor customer service can affect:
    a) customers
    b) the organisation
    c) staff.
  • 2.2
    State how to report a complaint made by a customer.
3

Know about the value of first impressions.

Assessment Criteria

  • 3.1
    Give examples of how to make a good impression with customers/clients:
    a) face to face
    b) on the telephone.
  • 3.2
    State why it is important to make a good first impression.
4

Know about positive verbal and non-verbal interaction with customers/clients.

Assessment Criteria

  • 4.1
    Demonstrate ways of communicating with customers verbally.
  • 4.2
    Give examples of positive non-verbal communication.
  • 4.3
    Show how non-verbal communication can be used positively in a face-to-face situation.
5

Know the importance of respect for the individual in giving good customer service.

Assessment Criteria

  • 5.1
    State why it is important to maintain customer confidentiality.
  • 5.2
    State why it is important to respect the needs of customers from different cultures and backgrounds.