View Unit : Lead a team to improve customer service

Unit

Unit Reference Number

H/601/1568

Qualification Framework

QCF

Title

Lead a team to improve customer service

Unit Level

Level 3

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	plan and organise the work of a team	1.1	treat team members with respect at all times
		1.2	agree with team members their role in delivering effective customer service
		1.3	involve team members in planning and organising their customer service work
		1.4	allocate work which takes full account of team members’ customer service skills and the objectives of the organisation
		1.5	motivate team members to work together to raise their customer service performance
2	provide support for team members	2.1	check that team members understand what they have to do to improve their work with customers and why that is important
		2.2	check with team members what support they feel they may need throughout this process
		2.3	provide team members with support and direction when they need help
		2.4	encourage team members to work together to improve customer service
3	review performance of team members	3.1	provide sensitive feedback to team members about their customer service performance
		3.2	encourage team members to discuss their customer service performance
		3.3	discuss sensitively with team members action they need to take to continue to improve their customer service performance
4	understand how to lead a team to improve customer service	4.1	describe the roles and responsibilities of their team members and where the team members fit in the overall structure of the organisation
		4.2	explain how team and individual performance can affect the achievement of organisational objectives
		4.3	explain the implications of failure to improve customer service for their team members and their organisation
		4.4	describe how to plan work activities
		4.5	explain how to present plans to others to gain understanding and commitment
		4.6	explain how to facilitate meetings to encourage frank and open discussion
		4.7	explain how to involve and motivate staff to encourage teamwork
		4.8	describe how to recognise and deal sensitively with issues of underperformance

Equivalent Units

There are no equivalences to display.