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The Register of Regulated Qualifications

View Unit : Demonstrate understanding of the rules that impact on improvements in customer service

Unit
Unit Reference Number
J/601/1627
Qualification Framework
QCF
Title
Demonstrate understanding of the rules that impact on improvements in customer service
Unit Level
Level 3
Unit Sub Level
None
Guided Learning Hours
40
Unit Credit Value
6
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

Demonstrate an understanding of the organisational rules and procedures that impact on customer service improvements

1.1

identify organisational policies, procedures and practices that may impact on proposed improvements in customer service

1.2

identify procedures and actions needed to gain approval for proposed improvements in customer service

1.3

. agree with colleagues or service partners the actions needed to meet organisational requirements when implementing proposed customer service improvements

2

Demonstrate an understanding of the legislation and external regulation that impact on customer service improvements

2.1

identify relevant customer related legislation and external legislation that may affect the implementation of customer service improvements

2.2

identify relevant general business legislation and external regulation that may affect the implementation of customer service improvements

2.3

balance the requirements of legislation and external regulation with the needs of the organisation when implementing customer service improvements

3

understand the rules that impact on improvements in customer service

3.1

describe organisational policies, procedures and practices that they need to take into account when they propose improvements in customer service

3.2

explain how to gain approval to change customer service procedures or practices

3.3

state the limits of their own authority and who else in the organisation needs to be involved if they cannot authorise improvements alone

3.4

explain how they would involve colleagues or service partners in the implementation of improvements

3.5

explain relevant legislation and external regulation relating to consumer protection

3.6

explain relevant legislation and external regulation relating to data protection

3.7

explain relevant legislation and external regulation relating to disability discrimination and equal opportunities

3.8

explain relevant legislation and external regulation relating to diversity, inclusion and discrimination for reasons other than disability or equal opportunities

3.9

explain relevant legislation and external regulation relating to health and safety of customers and colleagues

3.10

compare the need to balance the requirements of legislation and external regulation with the needs and objectives of their organisation

3.11

explain legislation and external regulation that affect customer service in their industry in particular

Equivalent Units
There are no equivalences to display.
2.4.6.0L