Ofqual Logo DfES Logo CCEA Logo
The Register of Regulated Qualifications

View Unit : Deliver, monitor and evaluate customer service to external customers

Unit
Unit Reference Number
F/601/2551
Qualification Framework
QCF
Title
Deliver, monitor and evaluate customer service to external customers
Unit Level
Level 3
Unit Sub Level
None
Guided Learning Hours
12
Unit Credit Value
3
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

Understand the meaning of external customers

1.1

Describe what is meant by external customers

2

Know the types of products and services relevant to external customers

2.1

Describe the products and services offered by the organisation to external customers

3

Understand how to deliver customer service that meets or exceeds external customer expectations

3.1

Explain the purpose and value of identifying customer needs and expectations

3.2

Explain why customer service must meet or exceed customer expectations

3.3

Explain the value of meeting or exceeding customer expectations

3.4

Explain the purpose and value of building positive working relationships

4

Understand the purpose of quality standards and timescales for customer service to external customers

4.1

Identify quality standards for own organisation and work

4.2

Explain the value of agreeing quality standards and timescales

4.3

Explain how to set and meet quality standards and timescales with external customers

5

Understand how to deal with customer service problems for external customers

5.1

Describe the types of problems that external customers may have

5.2

Explain the consequences of not meeting external customer needs and expectations

5.3

Explain ways of dealing with external customer services problems

5.4

Explain the purpose and value of a complaints procedure

6

Understand how to monitor and evaluate external customer service and the benefits of this

6.1

Explain the purpose and benefits of monitoring external customer satisfaction and how to do so

6.2

Describe techniques for collecting and evaluating external customer feedback

6.3

Explain the benefits of continuous improvement

7

Be able to build positive working relationships with external customers

7.1

Identify external customers

7.2

Confirm external customer needs in terms of products and services

7.3

Confirm external customer needs in terms of quality standards and timescales

7.4

Agree procedures to be followed if external customer needs are not met

8

Be able to deliver external customer services to agreed quality standards and timescales

8.1

Provide external customer service(s) to agreed quality standards

8.2

Provide external customer service(s) to agreed timescales

8.3

Check external customer needs and expectations have been met

9

Be able to deal with customer service problems and complaints for external customers

9.1

Follow procedures, within agreed timescale, to

a) process problems and complaints

b) resolve problems and complaints

c) refer problems and complaints, where necessary

10

Be able to monitor and evaluate services to external customers

10.1

Obtain and record external customer feedback

10.2

Analyse and evaluate external customer feedback

10.3

Take actions that will lead to improvement in service(s) to external customers

Equivalent Units
There are no equivalences to display.
2.4.6.0L