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

Unit Learning Outcomes

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.