View Unit : Support customer service improvements

Unit

Unit Reference Number

A/601/1530

Qualification Framework

QCF

Title

Support customer service improvements

Unit Level

Level 2

Unit Sub Level

None

Guided Learning Hours

Unit Credit Value

Date of Withdrawal

SSAs

15.2 Administration

Unit Grading Structure

Pass

Assessment Guidance

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

View Unit's Qualifications

Learning Outcomes and Assessment Criteria

Learning Outcome - The learner will:		Assessment Criterion - The learner can:
1	use feedback to identify potential customer service improvements	1.1	gather informal feedback from their customers
		1.2	use their organisation’s procedures to collect feedback from their customers
		1.3	use the information from their customers to develop a better understanding of their customer service experience
		1.4	identify ways the service they give could be improved based on information they have gathered
		1.5	share their ideas for improving customer service with colleagues
2	implement changes in customer service	2.1	identify a possible change that could be made to improve customer service
		2.2	present their idea for improving customer service to a colleague with the appropriate authority to approve the change
		2.3	carry out changes to customer service procedures based on their own idea or proposed by their organisation
		2.4	keep their customers informed of changes to customer service
		2.5	give customers a positive impression of changes that have been made
		2.6	work positively with others to support customer service changes
3	assist with the evaluation of changes in customer service	3.1	discuss with others how changes to customer service are working
3	assist with the evaluation of changes in customer service	3.2	work with others to identify any negative effects of changes and how these can be avoided
4	know how to support customer service improvements	4.1	explain how customer experience is influenced by the way service is delivered
		4.2	identify how customer feedback is obtained
		4.3	explain how to work with others to identify and support change in the way service is delivered
		4.4	describe why it is important to give a positive impression to their customer about the changes made by the organisation even if the learner disagrees with them

Equivalent Units

There are no equivalences to display.