Overview
Assessment Guidance
Portfolio of Evidence
Unit Learning Outcomes
1
Know why it is important to project a positive image of self and company to customers.
Assessment Criteria
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1.1
Give reasons why an organisation needs to project a positive image to its customers.
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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
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2.1
State the core customer service tasks expected of an employee in business or retail.
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2.2
Identify commonly-occurring customer enquiries in different retail or business settings.
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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
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3.1
Greet customers politely face to face or on the phone.
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3.2
Respond in a helpful manner to customers’ queries and requests.
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3.3
Provide key information about products and services.
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3.4
Prepare positive responses to common customer complaints.