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

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 — 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.