Working with Customers

Overview

Framework:
RQF
Level:
Entry Level 3
Unit No:
L/618/3450
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 why it is important to project a positive image of self and company to customers.

Assessment Criteria

  • 1.1

    Give reasons why an organisation needs to project a positive image to its customers.

  • 1.2

    Outline ways in which an individual employee can contribute to creating a positive image.

2 — Know about routine customer service tasks in a retail or business environment.

Assessment Criteria

  • 2.1

    State the core customer service tasks expected of an employee in business or retail.

  • 2.2

    Identify commonly-occurring customer enquiries in different retail or business settings.

  • 2.3

    Identify situations where it would be appropriate to refer a customer to a more senior colleague.

3 — Be able to interact positively with customers

Assessment Criteria

  • 3.1

    Greet customers politely face to face or on the phone. 

  • 3.2

    Respond in a helpful manner to customers’ queries and requests.

  • 3.3

    Provide key information about products and services.

  • 3.4

    Prepare positive responses to common customer complaints.