Ofqual Logo DfES Logo CCEA Logo
The Register of Regulated Qualifications

View Unit : Deal with customers in writing or electronically

Unit
Unit Reference Number
R/601/1226
Qualification Framework
QCF
Title
Deal with customers in writing or electronically
Unit Level
Level 3
Unit Sub Level
None
Guided Learning Hours
40
Unit Credit Value
6
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.

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

use written or electronic communication effectively

1.1

operate equipment used to communicate in writing or electronically efficiently and effectively

1.2

ensure that the period of time between exchanges in writing or electronically represents excellent customer service

1.3

use language that is clear and concise

1.4

adapt their use of language to meet the individual needs of their customer

1.5

ensure that the style and tone of their written or electronic communication follows their organisation’s guidelines and matches the service offer

2

plan and send an effective written or electronic communication

2.1

anticipate their customer’s expectations taking account of any previous exchanges they may have had

2.2

assemble all the information they need to construct the communication

2.3

plan the objective of their communication

2.4

format their communication following their organisation’s guidelines

2.5

open the communication positively to establish a rapport with their customer

2.6

ensure that their customer is aware of the purpose of the communication as early as possible

2.7

summarise the key point of the communication and any actions that they or their customer will take as a result

3

handle incoming written or electronic communications effectively

3.1

read their customer’s communication carefully to identify their precise reason for contacting you

3.2

identify what they are seeking as the outcome of the contact

3.3

identify all the options they have for responding to their customer and weigh up the benefits and drawbacks of each

3.4

choose the option that is most likely to lead to customer satisfaction within the service offer

3.5

summarise the outcome of the communication and any actions that they or their customer will take as a result

4

know how to deal with customers in writing or electronically

4.1

explain the importance of using clear and concise language

4.2

explain the additional significance and potential risks involved in committing a communication to a permanent record format

4.3

describe the effects of style and tone on the reader of a written or electronic communication

4.4

explain the importance of adapting their language to meet the needs of customers who may find the communication hard to understand

4.5

describe their organisation’s guidelines and procedures relating to written and electronic communications

4.6

explain how to operate equipment used for producing and sending written or electronic communications

4.7

explain the importance of keeping their customer informed if there is likely to be any delay in responding to a communication

4.8

explain the risks associated with the confidentiality of written or electronic communications

Equivalent Units
There are no equivalences to display.
2.4.6.0L