Adapt your behaviour to give a good customer service impression

Transcription

1 Adapt your behaviour to give a good customer service impression L/601/1211 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 Adapt your behaviour to give a good customer service impression Unit This Description unit is all about how your behaviour affects the way your customers see you. Some of your customers expect different things from the service you offer but there are basic acceptable standards of behaviour and attitudes that you need to achieve. Your managers and supervisors also expect you to meet those standards. When you create the right impression and show a positive attitude you reduce the risk of somebody being upset or offended by the way you deal with them. This unit is appropriate for you if you have done jobs where you had limited contact with customers, you are experiencing customer service work for the first time or you are just starting your first job. If you have already successfully done full or part-time work dealing directly with customers, this may not be the right unit for you and you should consider the unit Maintain a positive and customer friendly attitude. _v3

4 NOS A2 Level 1 Credit value 5 GLH 33 Observations 1 External paper(s) 0

5 Adapt your behaviour to give a good customer service impression Learning outcomes On completion of this unit you will: 1. Be able to look and act the part in order to provide a good customer service impression 2. Be able to relate to your customers and to colleagues effectively 3. Know how to adapt your behaviour to give a good customer service impression Evidence requirements 1. Wherever possible your evidence should be based on a real job, whether paid or voluntary, and when dealing with real customers, whether internal or external to the organisation. However, for this unit, evidence based on a realistic working environment or a work placement is permissible. Simulation is not allowed for any evidence within this unit. (Guidelines for a Realistic Working Environment can be found in the Assessment Strategy for Customer Service S/NVQs at Levels 1,2,3 and 4 February 2010.) 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, with different customers, on different occasions for your assessor to be confident that you are competent. 4. Your communication with customers may be face to face, in writing, by telephone, text message, , internet (including social networking), intranet or by any other method you would be expected to use within your job role. 5. You need to include evidence that you are positive and customer friendly with customers who are: easy to deal with difficult to deal with. 6. You need to include evidence that you are positive and customer friendly during: routine delivery of customer service a busy time in your job a quiet time in your job. 7. There is no external paper requirement for this unit. 3

6 Achieving observations and range Achieving observation outcomes Your assessor will observe your performance 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 The range section indicates what your portfolio must include. Your assessor will document the portfolio reference once a range has been competently achieved. 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 look and act the part in order to provide a good customer service impression You can: Competent performance observed (assessor initials) Portfolio reference a. Dress for customer service work in the way your organisation expects b. Show you are working hard and making efforts to impress customers c. Be in the right place at the right time to give a good impression and deliver good customer service d. Show good manners when dealing with customers Date outcome achieved Learner signature Assessor initials 5

8 Outcome 2 Be able to relate to your customers and to colleagues effectively You can: a. Explain the benefits of dealing with customers face to face or by telephone rather than using text, or writing Competent performance observed (assessor initials) Portfolio reference b. Talk clearly to customers using words that they can understand c. Talk to customers without using language that they would consider to be bad d. Show a willing and friendly attitude when dealing with customers without being over familiar e. Help and co-operate with colleagues to give good service to customers Date outcome achieved Learner signature Assessor initials 6

9 Range Your portfolio must include: Evidence that you are positive and customer friendly with customers who are Portfolio reference easy to deal with difficult to deal with Evidence that you are positive and customer friendly during Portfolio reference routine delivery of customer service a busy time in your job a quiet time in your job 7

10 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 8

11 Knowledge Outcome 3 Know how to adapt your behaviour to give a good customer service impression You can: Portfolio reference / Assessor initials* a. Identify how the way you dress affects the way that customers react to the service you provide b. Describe why customers may see particular types of dress as inappropriate and how your organisation expects you to dress c. State why it is important for customers to feel that you are working hard to give them an excellent service d. State why good timekeeping and making sure you are where you are expected to be, is important to giving excellent customer service e. Describe what behaviour is considered by most customers to be good manners and what is considered to be bad manners or rudeness f. Identify what customers and colleagues might consider to be bad language and why it may offend people g. Identify why customers feel better about the service they receive if you have a willing and friendly attitude h. Describe how to behave so that you appear to be willing and friendly with customers without being over-familiar i. Identify what you can do to co-operate with colleagues in giving customer service and why that might be helpful * Assessor initials to be inserted if orally questioned. 9