Process customer service complaints

Transcription

1 Process customer service complaints D/601/1522 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 Process customer service complaints Unit This Description unit is about the process of handling complaints. In any customer service situation a customer who is not satisfied may resort to making a complaint. Complaints may be justified or unjustified but in either case your customer expects you to respond and to offer some resolution or compensation. Complaints require investigation and the different options for their resolution to be considered. Your organisation may have detailed and formal procedures for dealing with complaints. _v3

4 NOS C7 Level 3 Credit value 6 GLH 40 Observations 1 External paper(s) 0

5 Process customer service complaints Learning outcomes On completion of this unit you will: 1. Be able to recognise the signs that a query or problem is about to produce a complaint 2. Be able to deal with a complaint effectively 3. Understand how to process customer service complaints 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 performance evidence within this unit. 5. You must provide evidence of processing customer service complaints: during routine delivery of customer service during a busy time in your job during a quiet time in your job when people, systems or resources have let you down. 6. You need to provide evidence that you have dealt with customers who: have different needs and expectations appear angry or confused behave unusually. 7. You must provide evidence that you have processed complaints and taken full account of: organisational procedures sector or industry codes of practice legislation. 8. There is no external paper requirement for 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 with different customers on different occasions for your assessor to be confident that you are competent. 4. You must provide evidence that you have processed complaints that are seen by your organisation as: justified unjustified. 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 recognise the signs that a query or problem is about to produce a complaint You can: a. Identify signs that a customer is becoming dissatisfied with the customer service of your organisation Competent performance observed (assessor initials) Portfolio reference b. Take action to change the situation so that the query or problem does not result in a complaint c. Take actions to change your customer service approach in order to avoid future complaints when a justified complaint has been made Date outcome achieved Learner signature Assessor initials 5

8 Outcome 2 Be able to deal with a complaint effectively You can: Competent performance observed (assessor initials) Portfolio reference a. Ensure that you have a clear understanding of the nature and details of the complaint b. Investigate the facts of the complaint in order to establish whether it should be dealt with as a justified complaint or an unjustified complaint c. Identify all the possible options for a solution and consider the benefits and drawbacks of each option for your customer and for your organisation d. Assess the risks to your organisation of choosing each option e. Report the findings of your investigation to your customer and offer your chosen solution f. Escalate the complaint by involving more senior members of your organisation or an independent third party if there is sufficient reason to do so g. Give feedback to other colleagues involved to help avoid future complaints h. Keep clear records of the way the complaint has been handled to avoid later misunderstandings Date outcome achieved Learner signature Assessor initials 6

9 Range Your portfolio must include: Evidence that you have processed complaints that are seen by your organisation as Portfolio reference justified unjustified Evidence of processing customer service complaints Portfolio reference during routine delivery of customer service during a busy time in your job during a quiet time in your job when people, systems or resources have let you down Evidence that you have dealt with customers who Portfolio reference have different needs and expectations appear angry or confused behave unusually Evidence that you have processed complaints and taken full account of Portfolio reference organisational procedures sector or industry codes of practice legislation 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 Understand how to process customer service complaints You can: Portfolio reference / Assessor initials* a. Explain how to monitor the level of complaints and identify those that should provoke a special review of the service offer and service delivery b. Explain why dealing with complaints is an inevitable part of delivering customer service c. Describe organisational procedures for dealing with complaints d. Explain how to negotiate a solution with your customer that is acceptable to that customer and to the organisation e. Explain the regulatory definition of a complaint in your sector and the regulatory requirements of how complaints should be handled and reported f. Explain when to escalate a complaint by involving more senior members of the organisation or an independent third party g. Explain the cost and regulatory implications of admitting liability for an error made by your organisation h. Identify how to spot and interpret signals that your customer may be considering making a complaint i. Describe techniques for handling conflict j. Explain the importance of dealing with a complaint promptly k. Explain why the offer of compensation or replacement service or products may not always be the best option for resolving a complaint l. Explain how the successful handling of a complaint presents an opportunity to impress a customer who has been dissatisfied * Assessor initials to be inserted if orally questioned. 9