Garden Design Customer Service

Overview

Framework:
RQF
Level:
Level 3
Unit No:
F/507/1783
Credits:
3
Guided learning hours:
25 hours

Assessment Guidance

Portfolio of Evidence

Unit Learning Outcomes

1

Understand the benefits of good customer service in a garden design business.

Assessment Criteria

  • 1.1
    Explain examples of good practice in customer service.
  • 1.2

    Explain the benefits of good customer service for a garden design business.

2

Understand possible consequences of poor customer service in a garden design business.

Assessment Criteria

  • 2.1
    Explain how poor customer service can impact on business efficiency.
  • 2.2
    Explain the effects of poor customer service on the reputation of the business.
3

Understand the value of first impressions.

Assessment Criteria

  • 3.1
    Explain the importance of making a positive first impression.
  • 3.2
    Evaluate ways of making a positive first impression when communicating face to face, on the telephone and in writing.
4

Understand positive verbal and non-verbal communication with customers.

Assessment Criteria

  • 4.1
    Explain appropriate and inappropriate ways of communicating with customers in commonly met situations.
  • 4.2
    Evaluate the role of non-verbal communication in supporting face to face communication with customers.
5

Understand the importance of respect for the individual in customer service.

Assessment Criteria

  • 5.1
    Explain why it is important to respect customer confidentiality.
  • 5.2
    Explain ways of respecting the needs of customers from diverse cultures and backgrounds.
6

Understand how to deal with complaints from customers.

Assessment Criteria

  • 6.1
    Explain best practice in dealing with complaints from customers.