Customer service skills

Overview

Framework:
RQF
Level:
Level 2
Unit No:
T/617/4077
Credits:
2
Guided learning hours:
16 hours

Assessment Guidance

Portfolio of Evidence

Aim

To provide learners with an understanding of the importance of customer service, and the role of individual employees and of customer service protocols in helping businesses achieve high levels of customer satisfaction, and to develop learners’ customer service skills.

For the full unit details, please download the latest version of the qualification specification. This is available for download on the relevant qualifications page.

Unit Learning Outcomes

To view the assessment criteria and any additional content, please expand the relevant learning outcome below.

1 — Understand good customer service.

Assessment Criteria

  • 1.1

    Explain why customer satisfaction is important to organisations.

  • 1.2

    Explain the contribution of individual employees in maintaining customer satisfaction

  • 1.3

    Explain how and why organisations use customer service protocols.

2 — Be able to communicate with customers.

Assessment Criteria

  • 2.1

    Listen actively to what customers are saying, identifying the information they require and/or the key points they are making.

  • 2.2

    Communicate politely clear and accurate answers to customer queries.

  • 2.3

    Follow organisational protocols for interacting with customers.

3 — Be able to perform customer service tasks.

Assessment Criteria

  • 3.1

    Fulfil customer requests to meet their needs.

  • 3.2

    Offer appropriate help to customers.

  • 3.3

    Respond positively to customer complaints.

  • 3.4

    Refer customers to appropriate colleagues, when necessary.

  • 3.5

    Follow organisation procedures when carrying out customer service tasks.