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Overview

Framework:
RQF
Level:
Level 2
Unit No:
T/601/1526
Credits:
6
Guided learning hours:
40 hours

Assessment Guidance

The assessment and quality assurance requirement for this unit provides evidence towards A and V units.

Unit Learning Outcomes

1

Build their customer’s confidence that the service they give will be excellent.

Assessment Criteria

  • 1.1

    Show that they behave assertively and professionally with customers.

  • 1.2

    Allocate the time they take to deal with their customer following organisational guidelines.

  • 1.3

    Reassure their customer that they are doing everything possible to keep the service promises made by the organisation.


2

Meet the expectations of their customers.

Assessment Criteria

  • 2.1

    Recognise when there may be a conflict between their customer’s expectations and your organisation’s service offer.

  • 2.2

    Balance their customer’s expectations with their organisation’s service offer by offering an alternative or explaining the limits of the service offer.

  • 2.3

    Work effectively with others to resolve any difficulties in meeting their customer’s expectations.


3

Develop the long-term relationship between their customer and their organisation.

Assessment Criteria

  • 3.1

    Give additional help and information to their customer in response to customer questions and comments about their organisation’s services or products.

  • 3.2

    Discuss expectations with their customer and explain how these compare with their organisation’s services or products.

  • 3.3

    Advise others of feedback received from their customer.

  • 3.4

    Identify new ways of helping customers based on the feedback customers have given them.

  • 3.5

    Identify new ways of helping customers based on the feedback customers have given them.


4

Know how to develop customer relationships.

Assessment Criteria

  • 4.1

    Describe their organisation’s services or products.

  • 4.2

    Explain the importance of customer retention.

  • 4.3

    Explain how their own behaviour affects the behaviour of the customer.

  • 4.4

    Describe how to behave assertively and professionally with customers.

  • 4.5

    Describe how to defuse potentially stressful situations.

  • 4.6

    Identify the limitations of their organisation’s service offer.

  • 4.7

    Compare how customer expectations may change as the customer deals with their organisation.

  • 4.8

    Identify the cost and resource implications of an extension of the service offer to meet or exceed customer expectations.

  • 4.9

    Explain the cost implications of bringing in new customers as opposed to retaining existing customers.

  • 4.10

    Identify who to refer to when considering any variation to their organisation’s service offer.


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