Demonstrate understanding of customer service management

Transcription

1 Demonstrate understanding of customer service management J/601/1630 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 Demonstrate understanding of customer service management Unit Management Description responsibilities, in a role that is directly related to customer service, generally involve a set of skills, knowledge and understanding that might be expected of any manager. However, the nature of customer service means that, if you have specific customer service responsibilities, there is a further skills and knowledge set that you need. This unit covers the key principles of customer service that influence how it is managed and the links between your management responsibilities and those key principles. The unit also recognises that knowledge and understanding of customer service principles and systems required in a management role may not be as detailed as that required in a delivery role. Instead, knowledge and understanding must relate clearly to a more strategic appreciation of the principles of customer service. This unit provides the opportunity to demonstrate the knowledge and understanding that is needed to be effective in customer service management. _v2

4 NOS F5 Level 4 Credit value 10 GLH 65 Observations 1 External paper(s) 0

5 Demonstrate understanding of customer service management Learning outcomes On completion of this unit you will: 1. Be able to demonstrate an understanding of the principles of customer service that influence the way it is managed 2. Be able to demonstrate how your management responsibilities link with customer service principles 3. Understand how your management responsibilities link with customer service principles 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 organisation from which you draw your evidence must be the organisation you work for. The organisation may be the whole of the organisation or the business unit, division or department with which you are involved. 5. 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 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 demonstrate an understanding of the principles of customer service that influence the way it is managed You can: a. Exercise customer service management responsibility with consideration for your organisation s service offer, customer expectations and resources Competent performance observed (assessor initials) Portfolio reference b. Supervise and develop staff skills in the delivery of customer service c. Contribute to the development of customer service policies, culture and ethics in your organisation d. Evaluate options for technology that will improve customer service delivery e. Carry out a risk assessment when dealing with customer service problems Date outcome achieved Learner signature Assessor initials 5

8 Outcome 2 Be able to demonstrate how your management responsibilities link with customer service principles You can: Competent performance observed (assessor initials) Portfolio reference a. Display leadership in a customer service role b. Contribute to recruitment and development of staff with appropriate customer service skills c. Monitor and maintain effective customer service in your organisation d. Promote improvement of customer service in your organisation 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 your management responsibilities link with customer service principles You can: Portfolio reference / Assessor initials* a. Describe the customer service management role and responsibilities in relation to your organisation s service offer b. Describe the customer service management role and responsibilities in relation to customer expectations and customer satisfaction c. Explain how effective customer service depends on a combination of organisational systems and the skills of those responsible for customer service delivery d. Explain how organisational systems balance customer satisfaction, financial considerations and the requirements of legislation and regulation e. Explain how effective customer service delivery by staff involves a combination of skills acquired through training and experience and personality f. Compare the options for monitoring customer service performance and the benefits and drawbacks of each option g. Explain the use of customer service as a competitive tool by the commercial sector and its use as a contribution to best value in the public or third sectors h. Describe the key features of a customer service culture in an organisation i. Explain how risk assessment can be applied to customer service situations when dealing with customer service problems j. Evaluate options for making use of technology to improve customer service delivery * Assessor initials to be inserted if orally questioned. 8

11 Outcome 3 (continued) Understand how your management responsibilities link with customer service principles You can: Portfolio reference / Assessor initials* k. Describe ways in which an organisation can seek continuous improvement in its customer service l. Describe ways in which the ethical and values base of an organisation s approach to customer service are demonstrated and maintained m. Explain the nature of your responsibilities for customer service resources and systems in your organisation n. Describe your leadership role in customer service delivery o. Identify the key skills and attributes to be sought when recruiting for a person to deliver customer service in your organisation p. Describe options for training and development of your organisation s staff in customer service and the benefits and drawbacks of each option q. Identify qualifications in customer service that may be appropriate for the development of people in your organisation r. Explain the importance of the steps you take to monitor and maintain effective delivery of customer service in your organisation s. Describe ways in which you promote continuous improvement within your organisation t. Explain how risk assessment can be applied to customer service situations when dealing with customer service problems * Assessor initials to be inserted if orally questioned. 9

12 Notes Use this area for making notes and drawing diagrams 10