View Unit : Maintain customer service through effective handover

Unit

Unit Reference Number

Y/601/1227

Qualification Framework

QCF

Title

Maintain customer service through effective handover

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	agree joint responsibilities in a customer service team	1.1	identify services or products they are involved in delivering that rely on effective teamwork
		1.2	identify steps in the customer service delivery process that rely on exchange of information between them and their colleagues
		1.3	agree with colleagues when it is right to pass responsibility for completing a customer service action to another
		1.4	agree with colleagues on how information should be exchanged between them to enable another to complete a customer service action
		1.5	identify ways of reminding themselves when they have passed responsibility to a colleague for completing a customer service action
2	check that customer service actions are seen through by working together with colleagues	2.1	access reminders to identify when to check that a customer service action has been completed
		2.2	ensure that they are aware of all details of customer service actions their colleague was due to complete
		2.3	ask their colleague about the outcome of them completing the customer service action as agreed
		2.4	identify the next customer service actions if their colleagues have been unable to complete the actions they had previously agreed
		2.5	work with colleagues to review the way in which customer service actions are shared
3	understand how to maintain customer service through effective handover	3.1	explain their organisation’s customer service procedures for the services or products they are involved in delivering
		3.2	identify the appropriate colleagues to pass responsibility to for completing particular customer service actions
		3.3	describe ways of ensuring that information is passed between them and their colleagues effectively
		3.4	identify ways to remind themselves of actions that need to be checked when they have passed on responsibility to a colleague
		3.5	explain the importance of checking tactfully with a colleague whether they have completed the customer service actions they were expecting
		3.6	identify opportunities for contributing to review the way customer service actions are shared in customer service processes

Equivalent Units

There are no equivalences to display.