View Unit : Deal with customers using bespoke software

Unit

Unit Reference Number

L/601/1225

Qualification Framework

QCF

Title

Deal with customers using bespoke software

Unit Level

Level 2

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	prepare to deliver customer service using bespoke software	1.1	sign on and open access to appropriate functions in the IT system
		1.2	navigate the architecture and geography of the customer service site to ensure they can access all appropriate areas
		1.3	explore screen or menu routes that are most appropriate for the customer service they are seeking to deliver
		1.4	ensure that they are familiar with the software manual, help screens or help lines to know where to locate technical support when needed
		1.5	prepare their work area to deliver customer service using bespoke software
2	deliver customer service using bespoke software	2.1	identify their customer or the services or products they wish to access
		2.2	follow organisational procedures to step through the system in a way that responds to their customer’s needs
		2.3	use search or other specialist functions within the software to respond to customer requests
		2.4	enter new records using the bespoke software system
		2.5	amend customer service records in the bespoke software system
		2.6	communicate with their customers in terms they can understand relating to the software system
		2.7	follow organisational procedures to lead the conversation in a way that makes it easy to follow the paths and sequences of the bespoke software
		2.8	interpret error messages and act on them to support their customer service
		2.9	refer their customer to a colleague following organisational procedures if they are unable to complete the transaction
3	understand how to deal with customers using bespoke software	3.1	describe access and sign-on routines for the bespoke software system
		3.2	describe the architecture and geography of the bespoke software system
		3.3	identify different screen or menu routes that can be followed to meet customer requirements
		3.4	identify sources of support and help for the bespoke software including manuals, help screens and help lines
		3.5	explain the importance of preparing a work area before delivering customer service
		3.6	explain search or other enquiry facilities within the bespoke software system
		3.7	state the importance of avoiding jargon and system terminology when communicating with customers
		3.8	describe ways to respond to error messages when using a bespoke software system
		3.9	identify referral points and sources of information when they are unable to meet customer needs using the bespoke software system

Equivalent Units

There are no equivalences to display.