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Overview

Framework:
RQF
Level:
Level 4
Unit No:
L/507/4508
Credits:
10
Guided learning hours:
30 hours

Assessment Guidance

N/A

Unit Learning Outcomes

1

Understand the importance of effective customer service to organisational goals.

Assessment Criteria

  • 1.1

    Describe the contribution of customer service in achieving organisational goals.

  • 1.2

    Analyse how organisations integrate customer expectations into operational objectives.


2

Understand how customer service operations are managed within organisations.

Assessment Criteria

  • 2.1

    Explain how to determine the resources needed to meet customers expectations.

  • 2.2

    Describe how to ensure that planned resources are available when required.

  • 2.3

    Explain the importance of performance management in customer service delivery.


3

Understand how to manage problems within the delivery of effective customer service.

Assessment Criteria

  • 3.1

    Analyse information about customer service problems.

  • 3.2

    Identify the causes of customer service problems.

  • 3.3

    Evaluate possible solutions to customer service problems.

  • 3.4

    Explain how to monitor the effectiveness of solutions to customer service problems.


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