View Unit : Communicate effectively with customers

Unit

Unit Reference Number

R/601/1212

Qualification Framework

QCF

Title

Communicate effectively with customers

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	communicate effectively with customers	1.1	listen actively to what customers are saying
		1.2	identify the most important things that customers are telling them
		1.3	respond appropriately to what customers are telling them
		1.4	check that they understand what customers are telling them and make sure it is really what they mean
		1.5	summarise information for customers
		1.6	explain in a way that is clear and does not cause offence when they cannot help a customer
		1.7	use appropriate body language when communicating with customers
		1.8	read customers’ body language to help them understand their feelings and wishes
		1.9	deal with customers in a respectful, helpful and professional way at all times
		1.10	help to give good customer service by passing messages to colleagues
2	understand how to communicate effectively with customers	2.1	identify the difference between hearing and listening
		2.2	explain how to listen actively
		2.3	describe how to read both positive and negative body language
		2.4	explain how to use body language effectively
		2.5	state how to use questions to check that they understand what customers are telling them
		2.6	identify the difference between negative and positive language
		2.7	explain how to summarise
		2.8	explain why it is important to speak clearly
		2.9	explain why it is important to use words that the customer will understand
		2.10	describe how to communicate with customers who have language, dialect or accents that are different from theirs
		2.11	explain why the way things are said, and the tone of voice, affects the way a customer experiences customer service
		2.12	identify what information is helpful to pass on in messages to colleagues so that customers receive good service

Equivalent Units

There are no equivalences to display.