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Overview

Framework:
RQF
Level:
Level 2
Unit No:
Y/506/2149
Credits:
3
Guided learning hours:
18 hours

Assessment Guidance

All Assessment Criteria must be met and assessed in line with Skills CFA Assessment Strategy.

Unit Learning Outcomes

1

Understand how to develop customer relationships.

Assessment Criteria

  • 1.1

    Describe the importance of developing relationships with customers.

  • 1.2

    Explain the value of customer loyalty and retention.

  • 1.3

    Explain how customers’ expectations may change over time.

  • 1.4

    Explain the use of customer feedback as a means of developing customer relationships.

  • 1.5

    Explain the limits of their own authority to make alternative service offers to customers.

  • 1.6

    Describe the use of Customer Relationship Management systems and processes to meet customers’ expectations.

  • 1.7

    Explain the importance of regular communication in the development of both internal and external customer relationships.


2

Be able to develop relationships with customers.

Assessment Criteria

  • 2.1

    Give help and information that meets or exceeds customers’ expectations.

  • 2.2

    Identify new ways of helping customers based on their feedback.

  • 2.3

    Share feedback from customers with others.

  • 2.4

    Identify added value that the organisation could offer customers.

  • 2.5

    Bring to customers’ attention products or services that may interest them.


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