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The Register of Regulated Qualifications

View Unit : Dealing with Customers and Their Expectations

Unit
Unit Reference Number
H/503/0532
Qualification Framework
QCF
Title
Dealing with Customers and Their Expectations
Unit Level
Level 1
Unit Sub Level
None
Guided Learning Hours
18
Unit Credit Value
3
Date of Withdrawal
SSAs
15.2 Administration
Unit Grading Structure
Pass
Assessment Guidance

Portfolio

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

Know expectations of different customers

1.1

Identify different types of external customers

1.2

Identify different types of internal customers

1.3

Describe expectations of internal and external customers

1.4

Describe the connection between customer expectations and customer satisfaction in customer service

2

Understand how to ensure effective delivery of customer service

2.1

Explain why knowledge of an organisation’s products and services is important in ensuring effective customer service

2.2

Identify different sources of information on an organisation’s products and services

2.3

Describe types of communication used when delivering effective customer service

2.4

Describe how the behaviour of customer service practitioners affects customers’ experiences

2.5

Explain how teamwork can ensure effective customer service

Equivalent Units
There are no equivalences to display.
2.4.6.0L