Supporting the customer service environment

Transcription

1 Qualification Title Candidate: Assessor: Employer Job role (if applicable) Level 2 Certificate in Customer Service (QCF) QRN Candidate no: Centre Sector 600/3553/X Please explain why you chose this organisation (either employer or sector that the learner has experience in) Aim of the unit: To enable candidates to develop and apply the practical skills required to support the customer. The learning outcomes for this unit are as follows 1. Apply the practical skills required to deliver effective customer service 2. Demonstrate how to meet customer needs and expectations 3. Communicate effectively with customers 4. Apply customer service improvements and develop self V2.0 Page 1 of 17 Date October 2013

2 Section 1: Apply the practical skills required to deliver effective customer service Task 1: Identify the type of organisation. Please identify which of the three types of organisation you work within: 1. Public 2. Private 3. Voluntary/Not for profit Learner can identify which organisation they work within Organisations are either in public, private or voluntary sectors. Public sector eg NHS organisations surgeries, hospitals, housing departments, organisations which provide preventative or supportive services where money is not the goal. Private/commercial sector eg retail motivation is to increase profit, attract new customers and build on existing relationships. Voluntary/not-for profit organisation eg charity may still sell goods and services. Task 2: Identify the organisation s customers including internal and/or external and those with specific needs. Identify at least one internal and one external customer within your organisation. Please also identify three examples of specific needs customers. Learner can identify one internal customer, one external customer and at least three specific needs customers from the lists below. A customer can be an individual or an organisation and is somebody who receives customer service from a service deliverer. Customers can be Internal eg from another part of the same organisation or colleagues. External eg individuals; businesses including suppliers. The candidate should be able to identify the chosen organisation s customers be they internal and/or external and also those who require special assistance for example those who have specific needs eg health, language, age, cultural needs or who have specific learning difficulties. V2.0 Page 2 of 17 Date October 2013

3 Task 3: Illustrate a customer service supply chain within an organisation. Please identify the relevant supply chain for your organisation. This may take form of an organisational structure. Learners can identify as outlined below the structure of their organisation and the key players. It is essential to know who in the organisation contribute to the delivery of customer service. In a larger organisation it may be like a family tree people and departments or different parts of the business have connections to one another. In a smaller organisation one person may have to take on many of the roles that are looked after by specialised departments in larger organisations. It is important to understand the roles of the people involved in the supply chain. Task 4: How do you maintain existing customer records. Please provide an example of three data entries that would constitute a change of customer record. Learner can identify at least three changes to data from the list below Candidates should demonstrate they can maintain existing customer records, eg when customers: notify a change in personal circumstances (ie change of address) notify a change to a regular order place a new order complain or say thank-you give feedback on a product or service user evaluation make a warranty/guarantee claim. V2.0 Page 3 of 17 Date October 2013

4 Task 5: Suggest a unique selling point or unique service offer for a product or service. Please provide one example of a USP or USO for your organisation. Learner can identify either a USP or USO The candidate should suggest a USP (Unique Selling Point) or USO (Unique Service Offer) for a product or service. A USP is what makes a product different or better from its competitor(s) eg price, packaging, performance, market perception, quality, availability, meeting deadlines. A USO is what makes a service different or better from its competitor(s) eg 24 hour availability. USPs and USOs are used to differentiate what one organisation provides by way of products and/or services from another. Task 6: Suggest ways of promoting a product or service to increase customer awareness. Please select at least three ways of promoting the USP/USO as identified in the question above (section 1 task 5.) Learner can identify at least three ways of promoting their USP/USO from the list below: Leaflets Telephone calling Demonstrations Mailshots Social Media Promotional videos Newspaper (national and local) advertisements Television advertisements Local/national radio advertisements. V2.0 Page 4 of 17 Date October 2013

5 Task 7: Compare the strengths and weaknesses of the promotional methods available. Please compare the strengths and weakness of the three or more methods you identified in the question above (section 1 task 6.) The Learner can demonstrate they can compare the factors that influence organisations to select a range of promotional methods by identifying their strengths and weaknesses in relation to cost, market penetration, method of communication and chose the most appropriate giving reasons for the choice. V2.0 Page 5 of 17 Date October 2013

6 Section 2: Demonstrate how to meet customer needs and expectations Task 1: Identify how customers demonstrate their own individual needs and expectations. Provide at least three examples. The learner can identify at least three examples of individual needs/expectations in line with the statement below. The candidate will be able to identify how customers demonstrate their own individual needs and expectations identifying the service customers think they ought to have. They should also understand how expectations are formed by: what people hear and see what customers read in advertisements catalogues brochures what happens during the customer experience and what has happened to them in other customer service experiences. Task 2: Identify three customers with special requirements and confirm how you would address their needs Learner can identify at least three customers with special requirements and address their needs (see below) Some customers have special requirements eg are angry, confused, hearing impaired, mobility impaired, sight impaired. These special requirements should be identified and their needs and expectations addressed. V2.0 Page 6 of 17 Date October 2013

7 Task 3: Identify how to adapt methods of communication and behaviour to meet the individual needs of specified customers. Please identify how you would adapt your behaviour to meet the needs of your customer/s as identified in the question above (see section 2 task 2.) Learner can identify three needs and adapt their behaviour for each method The candidate should identify how they can adapt methods of communication and their behaviour to meet the individual needs of a range of customers eg those with language difficulties, health issues, different age groups, cultural differences, those with learning difficulties. It is always necessary to communicate in a clear, polite and confident way; for instance where there are language difficulties the service deliverer might need to talk more slowly, clearly and without the use of jargon. The service deliverer should recognise the need to treat the customer with respect at all times and work with the individual to meet their needs Task 4: Identify and use methods of checking customer satisfaction. Please identify at least two different methods of checking customer satisfaction. Please ensure that you provide at least one example of formal and one example of informal feedback. The learner should identify at least two ways (one informal and one formal) of checking customer satisfaction; using any of the following: informal feedback asking the customers noting feedback given by customers formal feedback questionnaires surveys customer satisfaction could also be checked through sales figures, complaint records etc. V2.0 Page 7 of 17 Date October 2013

8 Task 5: Identify ways in which an organisation might improve its reputation. Provide a statement explaining how an organisation might improve its reputation. Please also identify the disadvantages of a poor reputation. Learner can describe the benefits and disadvantages as outlined below. Building a strong reputation leads to customer loyalty. Having a poor reputation leads to loss of business and a downturn in profits. A strong reputation means that an organisation has to attract customers to use its products or services, put things right if they go wrong, create a positive impression and change its reputation over time. To improve its reputation an organisation has to listen to its customers and meet their needs and expectations. V2.0 Page 8 of 17 Date October 2013

9 Section 3: Communicate effectively with customers Task 1: Identify two methods of communication. Please provide one non-verbal and one verbal method. The learner should identify one non verbal and one verbal methods of communication as identified below Non verbal Written communication eg letter, or text message Written communication is eg letter, , memos and reports. There will be guidelines on when and how to use written communication eg house styles, language to be used etc. Written communication will be necessary when a formal response is required. Verbal Face-to-face is about eye contact and active listening. Normal eye contact may differ across cultures; active listening is about head nodding, gestures and repeating back phrases that are heard and confirmation of understanding. Telephone communication requires being able to operate the equipment efficiently and effectively; making sure customers are regularly informed when the service deliverer is accessing information to provide responses, of if they are going to be on hold, etc; speaking clearly and slowly to allow for the possibility that reception on the phone line may not be perfect; adapting speech to meet individual needs of customer. Task 2: Identify the interpersonal skills which are required for effective team-working. Please list at least 4 skills that are required for team working. The Learner can identify at least four of the following interpersonal skills: oral communication skills written communication skills non-verbal communication skills (body language) questioning skills listening skills decision-making skills problem-solving skills information-gathering skills personal development skills team working skills. V2.0 Page 9 of 17 Date October 2013

10 Task 3: Describe how to adapt your own behaviour to meet the individual needs of the team. Please identify at least two examples of when you have adapted your behaviour. The learner will need to provide two examples of adaptive behaviour making reference to cover some of the key areas listed below. Being supportive. Comfortable with disagreement and the ability to successfully overcome differences in opinion. Able to discuss and listen. Able to learn from experience, reviewing and improving performance in the light of both successes and failures. Task 4: How do you use the phone in an efficient and effective way? Provide a clear statement that outlines the key principles of making a call to a customer. The learner statement should clearly identify at least four of the following areas in their statement. Pre-call preparation including checking about the history of the customer and the importance of the call. Consideration of organisations guidelines. Having the necessary equipment available pen, paper etc for notes; specific information etc. Operating and responding to the ringing of the phone efficiently. Making sure customers are regularly informed about own actions when accessing information to provide appropriate responses of if customers are going to be on hold, etc. Recognise the need to speak clearly and slowly to allow for the possibility that reception on the phone line may not be perfect. V2.0 Page 10 of 17 Date October 2013

11 Task 5: What personal qualities and skills are needed for excellent customer service? Please consider the skills required for dealing with customer complaints Learner can identify at least three of the areas listed below: tact good communication and listening skills ability to gather information problem solving skills ability to work with others. Task 6: What skills are needed for dealing with potentially stressful situations? Please provide at least 5 examples of things you should do when responding to a customer who is stressed. Learner can identify at least five examples against the list below: focus your attention on the customer listen to the customer carefully and to make checks that the problem has been clearly understood ask the customer appropriate questions don t overload the questioning and ask one question at a time wait for the customer to answer listen actively and express empathy use non verbal cues (eg nodding the head) remain calm maintain eye-contact but do not stare share problems where necessary within the team. V2.0 Page 11 of 17 Date October 2013

12 Task 7: Apply problem solving theories to resolving a customer service problem. Please provide a description of a customer service problem/issue and discuss the steps taken to ensure the problem was resolved. The learner has offered a customer service problem and indicated the steps taken to understand and resolve the issue (use the information below for guidance) To solve customer service problems the candidate can work with others or on their own, to: understand the problem identify the cause discuss possible solutions solve the problem, removing negative emotions. Task 8: Identify the process of solving a customer problem or complaint. Using the customer service problem provided in the question above prepare a diagram to show how you manage and resolve customer service problems (see section 3 task 7) The learner can display a basic flow chart diagram covering the following areas: understanding the problem identifying the cause discussing possible solutions solving the problem, removing negative emotions. V2.0 Page 12 of 17 Date October 2013

13 Section 4: Apply customer service improvements and develop self Task 1: Devise a method for obtaining customer feedback. Please devise either a formal or informal method of obtaining feedback, describing why you chose this method and its benefits to your organisation. The learner can identify a method of obtaining feedback and if it is formal or informal, learner can also explain the benefits to their organisation. The candidate should recognise that there is formal and informal feedback. Each customer service deliverer has a responsibility for gathering spontaneous customer feedback (informal) eg chance remarks or comments, either verbal or in writing, made by customers without being asked. Organisations may also have formal methods of gathering customer feedback, for example questionnaires, surveys, service calls. The candidate will be required to devise a method for obtaining customer feedback which will be appropriate for the needs of the organisation. Task 2: Identify why it is important to give a positive impression to customers about changes made to customer service procedures Please identify a change to customer service procedures that has happened recently and what was done to inform customers, why is it important to inform customers about changes to procedures that may affect them. Learner to provide an example of procedural change and an explanation of the steps taken to inform customers and an explanation of why it s important to do so. There has to be confidence that the person delivering customer service knows and understands the features and benefits of the products or services. In order to sustain a longterm relationship with a customer: a repeat customer, it is essential to build on the customer s confidence in the service offered. A customer s loyalty and long-term relationship rely on their being comfortable with the service and that they receive excellent customer service. It is important for a customer service deliverer to be aware of: How customer feedback is obtained and how this affects the way service is delivered and influences possible change. How to work with others to identify and support change in the way service is delivered. The importance of keeping product and service knowledge up-to-date. Why it is important to give a positive impression to customers about changes made by the organisation and ensure there is effective communication to avoid customers feeling threatened by changes. The need for continuous improvement in delivering customer service, exploring ideas for delivery in new and innovative ways. The importance of involving front line staff and supporting staff in continuous improvement. V2.0 Page 13 of 17 Date October 2013

14 Task 3: Identify how own behaviour might affect the behaviour of others. Provide an example of when you have had a stressful situation to deal with. How did your behaviour negatively or positively impact on others around you? The learner can provide an example of a stressful situation, it is important that the learner understands the implication of their behaviour on others (use notes below). The customer service deliverer s own personal presentation, approach and attitude will influence the customer s perception of the service delivered. If the customer expects to see staff in uniform who have a friendly approach and have a positive attitude they will not be satisfied if they are faced with someone who makes no approach and appears to not care. A service deliverer s presentation, approach and attitude can create the first impression a customer has of the organisation and it is important to realise that creating a good first impression is vital you don t get a second chance. Service deliverers should always be professional despite difficult circumstances, such as being under pressure through lack of time, during busy periods. Being aggressive, for example, may cause an otherwise calm person to mirror that behaviour and become aggressive too. Task 4: Identify how to obtain useful and constructive feedback from others about own performance. Please provide one formal and one informal example of collecting feedback. Learner can provide examples of informal and formal performance feedback. Feedback on own performance can be formal and informal. Examples of formal feedback are appraisals, job performance review; informal could be lunch meetings, team meetings. V2.0 Page 14 of 17 Date October 2013

15 Task 5: Identify own strengths and weaknesses in relation to working within a customer service role. Produce a list of strengths and weaknesses a minimum of three strengths and three weaknesses. Learner can identify at least three strengths and three weaknesses Task 6: Apply the techniques of self assessment to look at strengths and weaknesses. Using the information provided in the above question produce a SWOT analysis (Strengths, Weaknesses, Opportunities and Threats) to self assess (see section 4 task 5). The learner has undertaken a SWOT analysis of the three strengths and weaknesses as described in the answer they provided in the question above (see section 4, task 5). V2.0 Page 15 of 17 Date October 2013

16 Task 7: Produce a Training Needs Analysis (TNA) for self. Use your SWOT analysis in the above question to develop your TNA (see section 4 task 6). The learner should produce a Training Needs Analysis (TNA). A Training/learning Needs Analysis (TNA) is a review of learning and development needs for an individual. It considers the skills, knowledge and behaviours that people need and how to develop them effectively. Task 8: Prepare an individual learning/development plan which could be used as a basis for discussion with a relevant person, eg tutor, line manager, HR, training department. Please use the information gathered in section 4 tasks 5, 6 and 7 above to develop your plan The learner should develop a PDP that uses the information gathered from answers 5,6 and 7 above (see section 4 tasks 5, 6 and 7) Personal Development/Learning Plan (PDP) after identifying own strengths, weaknesses and development needs it is essential the candidate puts the information into one document which can be a self-assessment document. Following this the candidate should work with an appropriate person to draw up a personal development plan. It is a document that records what the candidate intends to do to improve their customer service performance. It could include personal objectives; what they intend to do; the actions they will take; details of any support and resources needed, eg time and access to information; a target date for completion. V2.0 Page 16 of 17 Date October 2013

17 Candidate signature: Please sign and date the boxes to confirm that the answers that you have given are your own. Assessor signature: Please sign to confirm that as the assessor you can confirm the evidence has been reviewed against the relevant unit assessment criteria for this qualification. Internal Verifier signature (if sampled): Date: Date: Date: V2.0 Page 17 of 17 Date October 2013