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The Register of Regulated Qualifications

View Unit : Prepare to deliver excellent customer service

Unit
Unit Reference Number
M/503/0324
Qualification Framework
QCF
Title
Prepare to deliver excellent customer service
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
35
Unit Credit Value
4
Date of Withdrawal
SSAs
15.2 Administration
Unit Grading Structure
Pass
Assessment Guidance

N/A

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

Understand the principles of customer service in an organisation

1.1

Describe the organisation’s products and services

1.2

Explain how customers are made aware of the organisation’s offer

1.3

Identify the customers of the organisation

1.4

Explain how to keep up to date with the organisation’s offer

1.5

Describe the organisation's policies and procedures relating to customer service and the importance of following them

1.6

Describe the publicity available about the organisation’s products and services

1.7

Describe the implications of poor customer service in commercial, public sector and third sector organisations

2

Understand how customer needs and expectations are identified

2.1

Outline ways in which customer expectations can be identified

2.2

Identify how customer expectations can be  met within the offer of the organisation

2.3

Describe how to tell customers that their needs cannot be met by the organisation

2.4

Identify reasons for customer service being delayed and the impact of this on customers

2.5

Outline how to tell customers that the service will be delayed

2.6

Explain why it is important to keep customers informed of progress and delays when dealing with a complaint

3

Understand how to balance customer expectations against the organisation’s offer

3.1

Outline the customer service offers of two organisations to include,

  • one commercial organisation
  • one public or third sector organisation
3.2

Explain how resource and financial implications reflect on the organisation’s offer and customers’ expectations

3.3

Explain how customers’ expectations are arrived at within their organisation’s offer

3.4

Identify examples of when customer service may be limited by organisational goals

3.5

Describe how to tell a customer that their service expectations are outside of the organisation’s offer

4

Understand how complaints are handled

4.1

4.1 Explain why customers may complain to or about an organisation

4.2

4.2 Outline the complaints handling procedure in the organisation

4.3

4.3  Identify ways in which complaints may be defused prior to escalation to include:

  • Face to face
  • Written (letter, email)
  • Via the telephone
4.4

Outline the effects of complaints on commercial, public sector and third sector organisations

4.5

4.5 Explain why complaints are monitored and how the monitoring is used

5

Understand legislation relating to customer service

5.1

Identify customer related legislation and external regulations and how these may affect customer service

5.2

Outline how business service improvements might be limited by legislation

5.3

Explain how the requirements of the Health and Safety at Work Act etc (1974) are relevant to customer service

5.4

Explain individual health and safety responsibilities while delivering customer service

5.5

Identify ways in which the security of customers and their property can be protected

5.6

Describe how to gain approval to change customer service procedures or practices that are affected by legislation

Equivalent Units
There are no equivalences to display.
2.4.6.0L