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The Register of Regulated Qualifications

View Unit : Deal with incoming telephone calls from customers

Unit
Unit Reference Number
F/601/1223
Qualification Framework
QCF
Title
Deal with incoming telephone calls from customers
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
33
Unit Credit Value
5
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.

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

use communication systems effectively

1.1

operate telecommunication equipment efficiently and effectively

1.2

speak clearly and slowly and adapt their speech to meet the individual needs of their customer

1.3

listen carefully when collecting information from their customer

1.4

select the information they need to record and store following their organisation’s guidelines

1.5

update their customer records during or after the call to reflect the key points of the conversation

2

establish rapport with customers who are calling

2.1

greet their customer following their organisation’s guidelines

2.2

listen closely to their customer to identify their precise reason for calling and what outcome they are seeking from the call

2.3

confirm the identity of their customer following organisational guidelines

2.4

use effective and assertive questions to clarify their customer’s requests

3

deal effectively with customer questions and requests

3.1

identify all the options they have for responding to their customer and weigh up the benefits and drawbacks of each

3.2

choose the option that is most likely to lead to customer satisfaction within the service offer

3.3

give clear and concise information to customers in response to questions or requests

3.4

use questions and answers to control the length of the conversation

3.5

keep their customer regularly informed about their actions when accessing information to provide responses or if they are going to be on hold for a period of time

3.6

put their customer on hold and ensure they cannot be heard if they are discussing action with others or calling a colleague

3.7

summarise the outcome of the call and any actions that they or their customer will take as a result

3.8

check before the call is finished that their customer is content that all their questions or requests have been dealt with

3.9

complete any follow up actions agreed during the call

3.10

take a clear message for a colleague if they are unable to deal with some aspect of their customer’s questions or requests

3.11

ensure that promises to call back are kept

4

know how to deal with incoming telephone calls from customers

4.1

describe their organisation’s guidelines and procedures for the use of telecommunication equipment

4.2

explain how to operate the organisation’s telecommunication equipment

4.3

explain the importance of speaking clearly and slowly when dealing with customers by telephone

4.4

describe the effects of smiling and other facial expressions that can be detected by somebody listening to them on the telephone

4.5

explain the importance of adapting their speech to meet the needs of customers who may find their language or accent difficult to understand

4.6

identify what information is important to note during or after telephone conversations with customers

4.7

describe their organisation’s guidelines and procedures for what should be said during telephone conversations with customers

4.8

explain the importance of keeping their customer informed if they are on hold during a call

4.9

explain the importance of not talking across an open line

4.10

list details that should be included if taking a message for a colleague

4.11

describe their organisation’s guidelines and procedures for taking action to follow up calls made to customers

4.12

describe their organisation’s guidelines for handling abusive calls

Equivalent Units
There are no equivalences to display.
2.4.6.0L