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Overview

Framework:
RQF
Level:
Level 2
Unit No:
T/507/1988
Credits:
4
Guided learning hours:
32 hours

Assessment Guidance

n/a

Unit Learning Outcomes

1

Understand customer service.

Assessment Criteria

  • 1.1

    Explain why customer service is important to businesses, customers and staff.

  • 1.2

    Explain the key characteristics of effective customer service with reference to individual staff behaviours and whole organisation factors.

  • 1.3

    Explain how businesses ensure high quality customer service.


2

Understand different types of customer.

Assessment Criteria

  • 2.1

    Explain the difference between internal and external customers.

  • 2.2

    Describe the different types of customers for a chosen business and how the business shapes its customer service offer to meet their differing needs.


3

Know about the legal and ethical requirements relating to customer service.

Assessment Criteria

  • 3.1

     Describe how the delivery of customer service is affected by legislation relating to

    • sales

    • consumer rights

    • health and safety

    • equality

    • data protection.

  • 3.2

     Describe how ethical considerations influence customer service delivery.


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