View Unit : Resolve customer service problems

Unit

Unit Reference Number

M/601/1511

Qualification Framework

QCF

Title

Resolve customer service problems

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	spot customer service problems	1.1	listen carefully to customers about any problem they have raised
		1.2	ask customers about the problem to check their understanding
		1.3	recognise repeated problems and alert the appropriate authority
		1.4	share customer feedback with others to identify potential problems before they happen
		1.5	identify problems with systems and procedures before they begin to affect customers
2	pick the best solution to resolve customer service problems	2.1	identify the options for resolving a customer service problem
		2.2	work with others to identify and confirm the options to resolve a customer service problem
		2.3	work out the advantages and disadvantages of each option for their customer and the organisation
		2.4	pick the best option for their customer and the organisation
		2.5	identify for their customer other ways that problems may be resolved if they are unable to help
3	take action to resolve customer service problems	3.1	discuss and agree the options for solving the problem with their customer
		3.2	take action to implement the option agreed with their customer
		3.3	work with others and their customer to make sure that any promises related to solving the problem are kept
		3.4	keep their customer fully informed about what is happening to resolve the problem
		3.5	check with their customer to make sure the problem has been resolved to the customer’s satisfaction
		3.6	give clear reasons to their customer when the problem has not been resolved to the customer’s satisfaction
4	know how to resolve customer service problems	4.1	describe organisational procedures and systems for dealing with customer service problems
		4.2	explain how to defuse potentially stressful situations
		4.3	describe how to negotiate
		4.4	identify the limitations of what they can offer their customer
		4.5	describe types of action that may make a customer problem worse and should be avoided

Equivalent Units

There are no equivalences to display.