Manage customer service performance

Transcription

1 Manage customer service K/601/1605 Learner name: Learner number:

2 VTCT is the specialist awarding body for the Hairdressing, Beauty Therapy, Complementary Therapy and Sport and Active Leisure sectors, with over 45 years of experience. VTCT is an awarding body regulated by national organisations including Ofqual, SQA, DCELLS and CCEA. VTCT is a registered charity investing in education and skills but also giving to good causes in the area of facial disfigurement. Statement of unit achievement By signing this statement of unit achievement you are confirming that all learning outcomes, assessment criteria and range statements have been achieved under specified conditions and that the evidence gathered is authentic. This statement of unit achievement table must be completed prior to claiming certification. Unit code Date achieved Learner signature Assessor initials IV signature (if sampled) Assessor tracking table All assessors using this Record of Assessment book must complete this table. This is required for verification purposes. Assessor name Assessor signature Assessors initials Assessor number (optional)

3 Manage customer service Unit Customer Description service can be measured by a wide variety of metrics and ratings collected in different ways by different organisations. Those measurements are needed if you are to be able to manage systematically and take positive actions for improvement. Information on must be collected and interpreted in order to identify appropriate management actions to promote improvement. This may involve reference to standards, benchmarks, targets and tolerances and also the identification of trends and patterns in the evidence that is monitored. This unit is about those monitoring and management processes. This unit is for you if you have responsibility for the customer service of individuals or a team and you have the authority to see management actions through. _v3

4 NOS D20 Level 4 Credit value 7 GLH 47 Observations 1 External paper(s) 0

5 Manage customer service Learning outcomes On completion of this unit you will: 1. Be able to monitor in customer service operations 2. Be able to take management actions to improve in customer service operations 3. Understand how to manage customer service Evidence requirements 1. Your evidence should be collected when carrying out a real job, whether paid or voluntary, and when dealing with real customers, whether internal or external to the organisation. Evidence collected in a realistic working environment or a work placement is not permissible for this unit. Simulation is not allowed for any evidence within this unit. 2. You may collect the evidence for the unit through work in a private sector organisation, a not-for-profit organisation or a public services organisation. 3. You must provide evidence that shows you have done this over a sufficient period of time for your assessor to be confident that you are competent. 4. The techniques used in your evidence for interpreting customer service statistics and identifying trends may be any which are practical for your organisation. 5. There is no external paper requirement for this unit. 3

6 Achieving observations and range Achieving observation outcomes Your assessor will observe your of practical tasks. In addition to your observation, you must provide evidence that shows you have carried out this unit s outcomes over a sufficient period of time with different customers on different occasions for your assessor to be confident that you are competent. Achieving range There is no range section that applies to this unit. Criteria may not always naturally occur during a practical observation (i.e. planning, accessing sources of information etc.). In such instances you will be asked to produce other forms of evidence to demonstrate competence. The portfolio reference for this information will be recorded by your assessor. Your assessor will sign off an outcome when all criteria have been competently achieved. 4

7 Observations Outcome 1 Be able to monitor in customer service operations You can: Competent observed (assessor initials) Portfolio reference a. Collect regular statistics on customer service operations b. Interpret broad patterns of customer service operations statistics c. Investigate questions raised by interpretation and analysis of d. Interpret statistics regarding customer service in specific product and service areas e. Match customer service statistics to benchmarks, targets, standards or agreed tolerances f. Use customer service statistics to identify trends g. Compare customer service statistics with broader quality monitoring results h. Review resource provision to identify any resource changes needed to improve customer service management Date outcome achieved Learner signature Assessor initials 5

8 Outcome 2 Be able to take management actions to improve in customer service operations You can: Competent observed (assessor initials) Portfolio reference a. Identify management actions to maintain and improve on customer service b. Summarise monitoring evidence to support the case for management actions to improve c. Brief team members on changes they must make to improve customer service d. Organise resource changes needed to improve customer service e. Organise suitable coaching or training to improve customer service where development needs have been identified f. Adjust customer service targets which have ceased to be both challenging and achievable Date outcome achieved Learner signature Assessor initials 6

9 Developing knowledge Achieving knowledge outcomes You will be guided by your tutor and assessor on the evidence that needs to be produced. Your knowledge and understanding will be assessed using the assessment methods listed below: Where possible your assessor will integrate knowledge outcomes into practical observations through oral questioning. Observed work Witness statements Audio-visual media Evidence of prior learning or attainment Written questions Oral questions Assignments Case studies 7

10 Knowledge Outcome 3 Understand how to manage customer service You can: Portfolio reference / Assessor initials* a. Explain methods for collecting statistics on customer service operations b. Explain techniques for interpreting customer service statistics c. Explain the importance of setting targets that are SMART (Specific, Measurable, Achievable, Realistic, Timely) d. Identify sources of benchmarks and standards for customer service e. Explain techniques for identifying trends and patterns in customer service f. Compare options for management actions that will improve customer service g. Describe methods of coaching and training to improve customer service * Assessor initials to be inserted if orally questioned. 8