View Unit : Principles of Resolving Customer Service Problems

Unit

Unit Reference Number

A/502/8317

Qualification Framework

QCF

Title

Principles of Resolving Customer Service Problems

Unit Level

Level 2

Unit Sub Level

None

Guided Learning Hours

Unit Credit Value

Date of Withdrawal

SSAs

7.4 Hospitality and Catering

Unit Grading Structure

Pass

Assessment Guidance

N/A

Learning Outcomes and Assessment Criteria

Learning Outcome - The learner will:		Assessment Criterion - The learner can:
1	Know about customer service problems	1.1	Describe how to respond to a customer service problem when it is raised
		1.2	State the importance of recognising repeated problems and alerting the appropriate person
		1.3	State the importance of sharing customer feedback with others to identify potential problems before they happen
		1.4	Identify options for resolving a customer service problem
		1.5	State the importance of keeping the customer fully informed about what is happening to resolve the problem
2	Know how to resolve customer service problems	2.1	Describe organisational procedures and systems for dealing with customer service problems
		2.2	Describe how to resolve potentially difficult situations
		2.3	Describe how to negotiate with others to resolve problems
		2.4	Describe the limitations of what can be offered to a customer to resolve a problem
		2.5	Describe types of action that may make a customer problem worse and that should be avoided

Equivalent Units

There are no equivalences to display.