Level 3 Certificate in Customer Service

Transcription

1 Vocational Qualification Level 3 Certificate in Customer Service Workbook Support Pack Accreditation number: F/600/0660 Version Effective 2 from: 1 September 2008 Accreditation Number: 500/4380/8 Version 1 For further information, contact us: Tel. +44 (0) enquiries@ediplc.com

2 CU1080: Developing and Improving the Customer Service Process F/600/0660 Level 3: 7 Credits Learner name: Learner registration number: Centre name/number: Assessor/tutor name: Your job role (if applicable): Main organisation: (This will either be the organisation the Learner is employed by or, if the Learner is not currently employed within the Customer Service sector an organisation they are familiar with.) Reason for choosing this organisation: UNIT SIGN OFF Learner signature: Date: I confirm that the answers given within this workbook are my own work Assessor/tutor signature: Date: I confirm that the evidence in this workbook has been assessed against the assessment criteria for this unit and has judged for validity, authenticity, currency, reliability and sufficiency 2

3 Assessment Guidance It is expected that the majority of learners who will be undertaking this qualification will be employed, possibly part time, within a customer service role in an organisation. The expectation is that learners will choose to complete this workbook in the context of their own job role. This method should allow learners to access the material required with ease and utilise the information in the workbook as evidence against a competence-based qualification where appropriate. However, it is necessary for an understanding to be developed that customer service methods will vary significantly in different types of organisation. There is, however, no requirement that learners are employed in order to undertake this qualification and where this is the case it is vital that they gain knowledge and understanding of how customer service works in different organisations through case studies etc. Although it is expected that in, the main, the workbook will be contextualised to one organisation that the learner is familiar with, there is no absolute requirement for all questions to be answered in relation to that one organisation. In particular, learners may find that some questions may not be relevant to their own organisation. Where this is the case, it is perfectly acceptable to answer in relation to a different organisation. It would be helpful for the assessor/tutor that the organisation involved is noted on the appropriate page. The personal development plan must be completed on separate sheets of paper and attached to the workbook. The final grade for this assignment will be pass or fail, there is no further grading. To achieve a pass, learners must complete the requirements of the assessment criteria, which are noted clearly by each task. Further information is included in the mark scheme. Learners must complete the workbook task individually. 3

4 Customer Service QCF Level 3 Unit F/600/0660 Workbook Developing and Improving the Customer Service Process Learning outcomes: (1) Explain how customer feedback can improve the customer service process (2) Describe the process of promoting products and services (3) Explain the importance of effective teamwork and the monitoring of performance. Questions: (1) Think about how your organisation evaluates their customer service experience to continuously improve. 1(a) Identify a change that has been implemented recently. 4

5 1(b) Describe the benefits to the organisation. 1(c) Describe the benefits to the customer. Assessment Criterion: 1.1 Describe the benefits of evaluating the customer service experience 5

6 (2) Consider the techniques that are used/could be used in your organisation for monitoring customer service delivery. Compare the advantages and disadvantages of three different options. Option 1 Option 2 Option 3 Assessment Criterion: 1.2 Describe and compare a range of techniques used in monitoring customer service delivery 6

7 (3) Within your organisation, what is the best method of obtaining customer feedback? Describe how this is, or could be, carried out. Include: what will be/is monitored how it will be/is monitored who is/will be responsible what resources are required Assessment Criterion: 1.3 Design a method of obtaining customer feedback 7

8 (4) An effective method of promoting continuous improvement is using a SWOT analysis. Explain how this can be used in the context of developing and improving customer service. Assessment Criterion: 1.4 Explain how the outcome of an organisational SWOT analysis can be used to promote a cycle of continuous improvement 8

9 (5) Explain two techniques to monitor and review the impact of any change you intend to introduce. This must be in terms of customers, employees and the organisation. Assessment Criterion: 1.5 Explain the techniques used to monitor and review the impact of any changes introduced in an organisation to customers, employees and the organisation 9

10 (6) Identify what you or your organisation consider is your Unique Selling Point (USP), how does this influence a customer's choice of that product or service? Assessment Criterion: 2.1.Explain how Unique Selling Points (USP) can influence the customer choice of products and services (7) What is a Unique Service Offer (USO) and how is it used to differentiate the service offer from that of your competitors? Assessment Criterion: 2.2 Define what a Unique Service Offer (USO) is and how it is used to differentiate service offers from that of competitors 10

11 (8) Select three products or services from your organisation (or another), give examples of how those products/services are/could be promoted. Product/Service 1 Product/Service 2 Product/Service 3 Assessment Criterion: 2.3 Explain how organisations promote their products and services 11

12 (9) How would a cost benefit analysis influence the choice of method/s to promote one product/service within your organisation? Use one of the products/services that you have identified in question 8 to answer this question. Assessment Criterion: 2.4 Describe how cost benefit analysis would influence the method used to promote a product or service 12

13 (10) Why must your organisation evaluate any promotions they offer? Assessment Criterion: 2.5 Describe the importance of evaluating promotions 13

14 (11) Give examples of different communication techniques that can be used to effectively manage a customer service team. Both verbal and non-verbal techniques must be considered. Assessment Criterion: 3.1 Identify different communication techniques used when managing a team 14

15 (12) Which interpersonal skills do your customer service deliverers need for effective team working? Describe the three skills that you think are most important. Skill 1 Skill 2 Skill 3 Assessment criterion: 3.2 Describe the inter-personal skills required for effective team working 15

16 (13) Explain why effective service partnerships are so important for your organisation in being able to deliver excellent customer service. Give one example from your organisation. Assessment criterion: 3.3 Explain the importance of effective service partnerships for the delivery of excellent customer service 16

17 (14) Explain the dynamics of effective team working in a customer service environment. Assessment criterion: 3.4 Explain the dynamics of team working 17

18 (15) Why is it important that the manager/team leader sets goals with team members? Give two examples of goals that might be set and explain their possible benefits. Example 1 Example 2 Assessment Criterion: 3.5 Explain why it is important to agree set goals with team members 18

19 (16) Identify two examples of the methods used by your organisation to set levels of customer service performance. Give reasons why the methods are effective. Method 1 Method 2 Assessment criterion: 3.6 Explain the methods used by organisations to set levels of customer service performance 19

20 (17) Identify three methods that can be used for monitoring the performance of individuals and teams. At least one must be in relation to individuals and one in relation to teams. Method 1 Method 2 Method 3 Assessment criterion: 3.7 Identify methods for monitoring the performance of individual and teams 20

21 (18) It is valuable for the members of a customer service team to self-assess their performance in order to develop their customer service skills and knowledge. Explain how individuals can use self-assessment in practice. Assessment criterion: 3.8 Explain how team members can self -assess and develop their customer service skills and knowledge 21

22 (19) Complete a personal development plan for yourself covering the next five years and including the following areas: Identifying your strengths and weaknesses, in terms of performance in a job role (where appropriate), skills, qualifications Suggesting a possible career plan for yourself, over the next ten years Identifying where both strengths and weaknesses need to be developed in order to achieve your aims Planning how to develop these strengths and weaknesses, for example, through work experience, further study, training This task should be completed on separate sheets and added to the end of the workbook. Assessment criterion: 3.9 Complete a personal development plan 22

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