Dealing with Queries and Requests

Overview

Framework:
RQF
Level:
Entry 3
Unit No:
R/618/3398
Credits:
3
Guided learning hours:
30 hours

Assessment Guidance

Portfolio of Evidence

Unit Learning Outcomes

1

Know the services or products of a section or department within an organisation.

Assessment Criteria

  • 1.1

    List the services or products a selected section or department offers.

  • 1.2

    Describe the key features of the services or products a selected section or department offers.

2

Know how to answer customers' questions.

Assessment Criteria

  • 2.1

    List the most frequently asked questions about a selected section or department's services or products.

  • 2.2

    State the preferred answers to the most frequently asked questions about a selected section or department's services or products.

3

Know how to respond to customers' queries or requests.

Assessment Criteria

  • 3.1

    Identify what information the customer requires.

  • 3.2

    State the specific response or action required.

  • 3.3

    Identify ways of checking with customers that they have heard, read or understood their questions correctly.

  • 3.4

    State the importance of keeping customers informed about how their queries or requests are being acted on.