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Overview

Framework:
RQF
Level:
Level 1
Unit No:
R/504/7665
Credits:
3
Guided learning hours:
30 hours

Assessment Guidance

Portfolio of Evidence

Unit Learning Outcomes

1

Know why customer service is important to sport and active leisure organisations.

Assessment Criteria

  • 1.1
    Identify the benefits of providing effective customer service to
    •customers and clients
    •sport and leisure organisations
    •staff.

2

Know about customer service tasks in the sport and active leisure sector.

Assessment Criteria

  • 2.1
    Describe different customer service tasks expected of someone working in the sport and active leisure sector.
  • 2.2
    Describe some common customer enquiries in sport and active leisure settings.
  • 2.3
    Outline situations where it would be appropriate to refer a customer to a more senior colleague and state why this is the case.

3

Know how to provide service to customers and clients in sport and active leisure organisations.

Assessment Criteria

  • 3.1
    Describe ways of creating a positive impression on customers and clients through
    •greetings
    •body language
    •tone of voice
    •personal appearance
    •providing correct information.

4

Be able to provide customer service to customers and clients in sport and active leisure organisations.

Assessment Criteria

  • 4.1
    Greet customers in a way that makes them feel welcomed.
  • 4.2
    Offer assistance to customers.
  • 4.3
    Provide helpful responses to customers’ queries and requests.
  • 4.4
    Provide accurate information about products and services.

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