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Overview

Framework:
RQF
Level:
Level 1
Unit No:
T/504/8727
Credits:
3
Guided learning hours:
27 hours

Assessment Guidance

N/A

Unit Learning Outcomes

1

Understand the benefits to an organisation of good customer service.

Assessment Criteria

  • 1.1
    Outline reasons why good customer service is important for an organisation.
  • 1.2
    Identify examples of good practice in customer service.

2

Know about the possible consequences of poor customer service.

Assessment Criteria

  • 2.1
    Outline how poor customer service can impact on:
    a) the organisation
    b) customers
    c) staff.

3

Know about the value of giving customers a positive first impression of an organisation.

Assessment Criteria

  • 3.1
    Outline why it is important to make a positive first impression on customers.
  • 3.2
    Give examples of how to create a positive first impression when communicating with customers:
    a) face to face
    b) on the telephone
    c) in writing.

4

Know about verbal and non-verbal interaction with customers.

Assessment Criteria

  • 4.1
    Identify appropriate and inappropriate ways of communicating verbally with customers.
  • 4.2
    Give examples of types of non-verbal communication.

5

Know how to respect customer needs.

Assessment Criteria

  • 5.1
    Outline why it is important to maintain customer confidentiality.
  • 5.2
    Outline ways in which they can respect individual customer needs.

6

Know how to deal with customer complaints.

Assessment Criteria

  • 6.1
    List the types of complaints that are commonly made by customers.
  • 6.2
    Identify appropriate people that need to be informed in response to a customer complaint.
  • 6.3
    Identify the details of a customer's complaint that need to be recorded.
  • 6.4
    Give examples of positive ways of dealing with customer complaints.

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