Customer Service in Own Area of Responsibility

Overview

Framework:
RQF
Level:
Level 3
Unit No:
T/506/1767
Credits:
3
Guided learning hours:
24 hours

Assessment Guidance

Portfolio of Evidence

Unit Learning Outcomes

1

Understand the importance of customer service.

Additional details



  • Customer service model
  • Organisations mission statement
  • Customer service charter
  • Customer service standard
  • Customer relationship management

Assessment Criteria

  • 1.1
    Explain the benefits to an organisation of building positive relations with its customers, both internal and external.
  • 1.2
    Explain how interactions with employees influence a customer's opinion of the organisation as a whole.
2

Understand how organisations ensure effective customer service.

Additional details

  • Organisational practices and procedures
  • Customer service surveys
  • Equal opportunities
  • Disability discrimination

Assessment Criteria

  • 2.1
    Explain how organisations use policies and procedures to quality assure their customer service.
  • 2.2
    Explain the requirements of equalities legislation when dealing with customers.
3

Understand effective customer service in own area of responsibility.

Additional details

  • Customer service charter
  • Customer service standards
  • Placing orders
  • Sourcing requirements
  • Emails, meeting notes
  • Customer complaints procedure

Assessment Criteria

  • 3.1
    Explain expected standards for customer service performance in own organisation.
  • 3.2
    Explain typical customer service tasks and activities in own area of responsibility.
  • 3.3
    Explain how to resolve customer service queries within own area of responsibility.
4

Be able to provide customer service.

Additional details

  • Customer service standards
  • Customer service surveys
  • Customer complaints procedure

Assessment Criteria

  • 4.1
    Provide customer service to agreed quality standards for organisation.
  • 4.2
    Follow procedures, within agreed timescale, to
    a) process problems and complaints
    b) resolve problems and complaints
    c) refer problems and complaints, where appropriate.
5

Be able to monitor and improve customer service.

Additional details

  • Customer feedback surveys
  • Performance improvement plan

Assessment Criteria

  • 5.1
    Obtain and analyse customer feedback.
  • 5.2
    Take actions that will lead to improvements in customer service.