View Unit : Deliver customer service to difficult customers

Unit

Unit Reference Number

T/601/1512

Qualification Framework

QCF

Title

Deliver customer service to difficult 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	recognise when customers may be difficult to deal with	1.1	recognise types of customer behaviour that are difficult to deal with
		1.2	identify aspects of their organisation’s services or products that make it difficult to deal with customers
		1.3	identify the signs and signals that indicate a customer may be difficult to deal with
		1.4	put themself in their customer’s position and see the situation from the customer’s point of view
		1.5	identify reasons why their customers may be behaving in a way that is difficult to deal with
		1.6	recognise the limits of difficult customer behaviour that their organisation will tolerate
		1.7	identify things that they may do or say that will provoke difficult responses from their customer
2	deal with difficult customers	2.1	listen patiently to what their customer wants to tell them
		2.2	use direct and factual questions about their customer’s feelings and what has happened to identify what might satisfy the customer
		2.3	check their understanding of their customer’s concerns by describing their view of the situation and options that might be available
		2.4	express empathy with their customer without necessarily admitting fault on the part of their organisation
		2.5	give clear statements or explanations of their organisation’s position
		2.6	agree a way forward that balances customer satisfaction with the needs of their organisation
		2.7	enlist help from colleagues if options for action are outside of their authority
		2.8	summarise clearly actions to be taken and reasons for those actions to complete the customer transaction
		2.9	advise their manager or the appropriate colleagues if the customer is likely to re-open the matter with them
		2.10	take any necessary action to protect their own safety or that of other customers or colleagues from a difficult customer
3	understand how to deliver customer service to difficult customers	3.1	describe the types of customer behaviour that they personally find difficult to deal with
		3.2	identify reasons why some aspect of their organisation’s services or products may provoke difficult behaviour from customers
		3.3	identify reasons why their customer’s own actions may cause them to behave in a way that is difficult to deal with
		3.4	explain the meaning of having empathy for a customer’s feelings
		3.5	identify who can be asked for help when dealing with a difficult customer
		3.6	explain the difference between assertive, aggressive and passive behaviour
		3.7	describe the importance of not simply quoting their organisation’s rules and procedures to counter their customer’s difficult behaviour
		3.8	state their organisation’s limits of what will be tolerated from difficult customers before the transaction or relationship is closed
		3.9	explain the importance of giving their manager or the appropriate colleagues notice of any further approaches from a difficult customer
		3.10	identify when it might be necessary to take action to protect their own safety or that of other customers or colleagues from a difficult customer

Equivalent Units

There are no equivalences to display.