Dealing with Queries and Requests

Overview

Framework:
RQF
Level:
Entry Level 3
Unit No:
J/504/7839
Credits:
3
Guided learning hours:
20 hours

Assessment Guidance

Portfolio of Evidence

Unit Learning Outcomes

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 or understood their questions correctly.
  • 3.4
    State the importance of keeping customers informed about how their queries or requests are being acted on.