Understanding Customer Service in the Retail Sector

Overview

Framework:
RQF
Level:
Level 1
Unit No:
D/618/3730
Credits:
2
Guided learning hours:
20 hours

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 the importance of customer service to a retail business.

Assessment Criteria

  • 1.1

    State what is meant by customer service in a retail business.

  • 1.2

    Outline how customer service contributes to the success of a retail business.

2 — Understand what gives customers a positive initial impression of a retail business and its staff.

Assessment Criteria

  • 2.1

    Outline the factors which contribute to a customer’s initial impression of a retail business.

  • 2.2

    Outline how the staff of a retail business can help to give customers a positive initial impression.

3 — Understand how customer service is adapted to meet the needs of individual customers.

Assessment Criteria

  • 3.1

    List the types of service which customers may need, including help with gaining access to products, facilities and information.

  • 3.2

    List the main ways of meeting customers’ needs for service, including ways of giving customers access to products, facilities and information.

4 — Understand the importance of communication to the delivery of customer service.

Assessment Criteria

  • 4.1

    Outline how written communication can contribute to the effectiveness of customer service.

  • 4.2

    Outline how spoken communication and body language can contribute to the effectiveness of customer service.

  • 4.3

    State how different types of questions can be used to find out what customers need.

  • 4.4

    State why it is important to listen to customers.

5 — Understand a variety of customer complaints and problems.

Assessment Criteria

  • 5.1

    List the main types of customer complaints and problems.

  • 5.2

    Identify solutions to typical customer complaints and problems.

  • 5.3

    Outline the ways in which the law protects the rights of consumers.