View Unit : Manage the achievement of customer satisfaction

Unit

Unit Reference Number

A/600/9793

Qualification Framework

QCF

Title

Manage the achievement of customer satisfaction

Unit Level

Level 4

Unit Sub Level

None

Guided Learning Hours

Unit Credit Value

Date of Withdrawal

SSAs

15.3 Business Management

Unit Grading Structure

Pass

Assessment Guidance

N/A

View Unit's Qualifications

Learning Outcomes and Assessment Criteria

Learning Outcome - The learner will:		Assessment Criterion - The learner can:
1	Be able to understand customer service standards required in own organisation.	1.1	Explain customer service standards within own organisation.
1		1.2	Describe customer service best practice in own sector using research techniques.
2	Be able to implement sustainable processes for customer satisfaction.	2.1	Define sustainable processes taking into account environmental issues.
		2.2	Identify sustainable processes to support customer service standards.
		2.3	Produce a plan for implementation.
		2.4	State customer service standards with relevant key stakeholders.
		2.5	Ensure resources are provided to deliver agreed standards of customer service.
3	Be able to manage and support colleagues in delivering customer service standards.	3.1	Communicate customer service roles and responsibilities with employees in own organisation.
4	Be able to manage and develop culture in own organisation to support customer service standards.	4.1	Evaluate the culture in own organisation.
		4.2	Identify techniques for improving motivation amongst employees.
		4.3	Describe motivational strategies for improving customer service standards.
5	Be able to monitor customer service levels for continuous improvement.	5.1	Describe methods of measuring customer satisfaction.
		5.2	Develop processes for monitoring customer satisfaction, including customer feedback mechanisms.
		5.3	Review employee performance to ensure customer service standards and organisational values are met.
		5.4	Analyse and monitor customer service

Equivalent Units

There are no equivalences to display.