View Unit : Volunteering and customer care

Unit

Unit Reference Number

R/502/4080

Qualification Framework

QCF

Title

Volunteering and customer care

Unit Level

Level 2

Unit Sub Level

None

Guided Learning Hours

Unit Credit Value

Date of Withdrawal

SSAs

14.1 Foundations For Learning and Life, 14.2 Preparation for Work

Unit Grading Structure

Pass

Assessment Guidance

N/a

View Unit's Qualifications

Learning Outcomes and Assessment Criteria

Learning Outcome - The learner will:		Assessment Criterion - The learner can:
1	Understand the principles of good customer service	1.1	Describe why good customer service is important to organisations and customers/service users
		1.2	Describe how consistent and reliable customer care contributes to customer/service user satisfaction
		1.3	Identify ways of monitoring and evaluating customer/service user care in their organisation
2	Understand customer/service user needs and how the organisation interacts with customers/service users	2.1	Identify the organisation’s customers/service users
		2.2	Describe the products and/or services offered to customers/service users
		2.3	Describe the types of interaction the organisation has with customers/service users
		2.4	Give examples of when the organisation may need to refer customers/service users elsewhere
3	Understand and apply good practice standards when interacting with customers/service users	3.1	Explain the importance of making a good impression when dealing with customers/service users and give examples of how to do this
		3.2	Make a positive first impression on customers/service users
		3.3	Demonstrate effective communication with customers/service users
		3.4	Meet the customer care standards of the organisation
4	Understand customer care policies and procedures	4.1	Identify organisational policies and procedures that determine how volunteers should treat customers/service users
		4.2	Identify reasons customers/service users may be dissatisfied with goods or services
		4.3	Describe procedures for resolving customer dissatisfaction
		4.4	Explain why it is important to maintain customer/service user confidentiality

Equivalent Units

There are no equivalences to display.