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The Register of Regulated Qualifications

View Unit : Developing and improving the customer service process

Unit
Unit Reference Number
F/600/0660
Qualification Framework
QCF
Title
Developing and improving the customer service process
Unit Level
Level 3
Unit Sub Level
None
Guided Learning Hours
55
Unit Credit Value
7
Date of Withdrawal
SSAs
15.2 Administration
Unit Grading Structure
Pass
Assessment Guidance

N/A

Learning Outcomes and Assessment Criteria
Learning Outcome - The learner will:Assessment Criterion - The learner can:
1

Explain how customer feedback can improve the customer service process

1.1

Describe the benefits of evaluating the customer service experience

1.2

Describe and compare a range of techniques used in monitoring customer service delivery

1.3

Design a method of obtaining customer feedback

1.4

Explain how the outcome of an organisational SWOT analysis can be used to promote a cycle of continuous improvement

1.5

Explain the techniques used to monitor and review the impact of any changes introduced in an organisation to customers, employees and the organisation

2

Describe the process of promoting products and services

2.1

Explain how Unique Selling Points (USP) can influence the customer choice of products and services

2.2

Define what a Unique Service Offer (USO) is and how it is used to differentiate service offers from that of competitors

2.3

Explain how organisations promote their products and services

2.4

Describe how cost benefit analysis would influence the method used to promote a product or service

2.5

Describe the importance of evaluating promotions

3

Explain the importance of effective teamwork and the monitoring of performance

3.1

Identify different communication techniques used when managing a team

3.2

Describe the inter-personal skills required for effective team working

3.3

Explain the importance of effective service partnerships for the delivery of excellent customer service

3.4

Explain the dynamics of team working

3.5

Explain why it is import to agree set goals with team members

3.6

Explain the methods used by organisations to set levels of customer service performance

3.7

Identify methods for monitoring the performance of individual and teams

3.8

Explain how team members can self -assess and develop their customer service skills and knowledge

3.9

Complete a personal development plan

Equivalent Units
There are no equivalences to display.
2.4.6.0L