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The Register of Regulated Qualifications

View Unit : Deal with customers face to face

Unit
Unit Reference Number
T/601/1221
Qualification Framework
QCF
Title
Deal with customers face to face
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
33
Unit Credit Value
5
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

communicate effectively with their customer

1.1

plan a conversation with their customer that has structure and clear direction

1.2

hold a conversation with their customer that establishes rapport

1.3

focus on their customer and listen carefully to ensure that they collect all possible information they need from the conversation

1.4

explain their services or products and their organisation’s service offer to their customer clearly and concisely

1.5

adapt their communication to meet the individual needs of their customer

1.6

anticipate their customer’s requests and needs for information

1.7

balance conflicting demands for their attention whilst maintaining rapport with their current customer

1.8

calm down situations when one customer is adversely affecting the customer service enjoyed by other customers

2

improve the rapport with their customer through body language

2.1

present a professional and respectful image when dealing with their customer

2.2

show an awareness of their customer’s needs for personal space

2.3

focus their attention on their customer so that non-verbal signs do not betray disinterest, boredom or irritation

2.4

ensure that their customer focus is not disrupted by colleagues

2.5

observe all customers and the total customer service situation whilst maintaining rapport with their current customer

2.6

observe their customer to read non-verbal clues about the customer’s wishes and expectations

3

understand how to deal with customers face to face

3.1

explain the importance of speaking clearly and slowly when dealing with a customer face to face

3.2

state the importance of taking the time to listen carefully to what the customer is saying

3.3

identify the organisation’s procedures that impact on the way they are able to deal with their customers face to face

3.4

describe the features and benefits of the organisation’s services or products

3.5

explain the organisation’s service offer and how it affects the way they deal with customers face to face

3.6

explain the principles of body language that enables them to interpret customer feelings without verbal communication

3.7

explain the difference between behaving assertively, aggressively and passively

3.8

explain why the expectations and behaviour of individual customers will demand different responses to create rapport and achieve customer satisfaction

3.9

describe the agreed and recognised signs in customer behaviour in their organisation that indicates that their customer expects a particular action by them

Equivalent Units
There are no equivalences to display.
2.5.10.0L