View Unit : Plan and organise the development of customer service staff

Unit

Unit Reference Number

L/601/1581

Qualification Framework

QCF

Title

Plan and organise the development of customer service staff

Unit Level

Level 4

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	identify customer service staff development and training needs	1.1	identify where customer service could be improved through staff training and development
		1.2	help staff providing customer service to identify their own development and training needs
		1.3	help staff to identify how they learn best
		1.4	agree the types of staff development and training activities that are needed
		1.5	report staff development needs to relevant people in your organisation
2	organise customer service development and training	2.1	agree the aims and objectives of the customer service development and training activities
		2.2	agree the type and style of customer service development and training that are appropriate
		2.3	agree the detailed design of customer service development and training activities
		2.4	organise customer service development and training activities
		2.5	monitor the performance of staff involved in the development and training activities to be sure that learning is put into practice
		2.6	organise additional help and training for staff where this is needed
3	understand how to plan and organise the development of customer service staff	3.1	explain the importance of continuously developing staff that provide customer service
		3.2	describe current objectives and targets that relate to customer service in their area of responsibility
		3.3	identify when development and training could improve customer service performance
		3.4	describe the range of types and styles of development and training and how to select those that are appropriate to customer service, their organisation, and specific training and development needs
		3.5	explain why it is important that they should have an input into the design and delivery of customer service development and training for their staff
		3.6	describe how they can help staff to put into practice what they have learned
		3.7	explain how to assess the impact that development and training has had on customer service performance
		3.8	describe the types of additional support they could provide to staff following development and training

Equivalent Units

There are no equivalences to display.