View Unit : Develop customer relationships

Unit

Unit Reference Number

T/601/1526

Qualification Framework

QCF

Title

Develop customer relationships

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	build their customer’s confidence that the service they give will be excellent	1.1	show that they behave assertively and professionally with customers
		1.2	allocate the time they take to deal with their customer following organisational guidelines
		1.3	reassure their customer that they are doing everything possible to keep the service promises made by the organisation
2	meet the expectations of their customers	2.1	recognise when there may be a conflict between their customer’s expectations and your organisation’s service offer
		2.2	balance their customer’s expectations with their organisation’s service offer by offering an alternative or explaining the limits of the service offer
		2.3	work effectively with others to resolve any difficulties in meeting their customer’s expectations
3	develop the long-term relationship between their customer and their organisation	3.1	give additional help and information to their customer in response to customer questions and comments about their organisation’s services or products
		3.2	discuss expectations with their customer and explain how these compare with their organisation’s services or products
		3.3	advise others of feedback received from their customer
		3.4	identify new ways of helping customers based on the feedback customers have given them
		3.5	identify added value that their organisation could offer to long-term customers
4	know how to develop customer relationships	4.1	describe their organisation’s services or products
		4.2	explain the importance of customer retention
		4.3	explain how their own behaviour affects the behaviour of the customer
		4.4	describe how to behave assertively and professionally with customers
		4.5	describe how to defuse potentially stressful situations
		4.6	identify the limitations of their organisation’s service offer
		4.7	compare how customer expectations may change as the customer deals with their organisation
		4.8	identify the cost and resource implications of an extension of the service offer to meet or exceed customer expectations
		4.9	explain the cost implications of bringing in new customers as opposed to retaining existing customers
		4.10	identify who to refer to when considering any variation to their organisation’s service offer

Equivalent Units

There are no equivalences to display.