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Overview

Framework:
RQF
Level:
Level 2
Unit No:
F/504/8729
Credits:
3
Guided learning hours:
24 hours

Assessment Guidance

N/A

Unit Learning Outcomes

1

Understand the benefits to an organisation of good customer service.

Assessment Criteria

  • 1.1
    Describe how good customer service promotes customers' confidence in an organisation.
  • 1.2
    Explain why good customer service is important for an organisation.

2

Understand the possible consequences of poor customer service.

Assessment Criteria

  • 2.1
    Describe how poor customer service can impact upon organisational efficiency and staff morale.
  • 2.2
    Explain the effects of poor customer service on an organisation's reputation.

3

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

Assessment Criteria

  • 3.1
    Explain why it is important to make a good first impression on a customer.
  • 3.2
    Comment on ways of creating a positive first impression when communicating with customers:
    a) face to face
    b) on the telephone
    c) in writing.

4

Understand positive verbal and non-verbal interaction with customers.

Assessment Criteria

  • 4.1
    Describe appropriate and inappropriate ways of communicating verbally with customers.
  • 4.2
    Describe what is meant by non-verbal communication.
  • 4.3
    Illustrate ways in which non-verbal communication can be used to positively to support face-to-face communication with customers.

5

Understand that respect for the individual is at the heart of good customer service.

Assessment Criteria

  • 5.1
    Explain why it is important to maintain customer respect and confidentiality.
  • 5.2
    Describe ways of respecting individual customer needs.

6

Understand how to deal with customer complaints.

Assessment Criteria

  • 6.1
    Explain what is meant by 'best practice' in dealing with customer complaints.
  • 6.2
    Explain how to deal with a specific complaint.
  • 6.3
    Explain what needs to be included in a report on an incident of a customer complaint.
  • 6.4
    Describe the procedure for taking action on the report.

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