Demonstrate understanding of customer service

Transcription

1 Unit 301 Demonstrte understnding of customer service Level: 3 Credit vlue: 6 NDAQ numer: K/601/1622 Unit im This unit is out eing le to understnd nd explin the principles of customer service nd the wy they cn e pplied in specific customer service situtions. The sic principles in this unit influence ll spects of mking customer service work nd enle the lerner to plce professionl customer prctice in the context of their industry sector nd their own orgnistion. Aove ll, working s customer service professionl involves working with collegues to develop deeper nd roder understnding of customer service lnguge nd principles. Lerning outcomes There re three lerning outcomes to this unit. The lerner will: 1 Follow their orgnistion s ccepted customer service lnguge 2 Apply customer service principles in their customer service role 3 Understnd principles of customer service Guided lerning hours It is recommended tht 40 hours should e llocted for this unit, lthough ptterns of delivery re likely to vry. Detils of the reltionship etween the unit nd relevnt ntionl occuptionl stndrds This unit directly reltes to Unit F3 of the Customer Service NOS Support of the unit y sector or other pproprite ody This unit hs een developed y the Institute of Customer Service. Assessment This unit will e ssessed y portfolio of evidence, s specified in the Institute of Customer Service (ICS) Customer Service Assessment Strtegy Level 3 NVQ Diplom in Customer Service ( )

2 Unit 301 Demonstrte understnding of customer service Outcome 1: Follow their orgnistion s ccepted customer service lnguge 1.1 communicte to customers their orgnistion s service offer, how it lnces orgnistionl nd customer needs nd how it meets customer expecttions 1.2 compre the service offers of commercil, pulic sector nd third sector orgnistions nd how they ech meet customer expecttions 1.3 discuss with collegues steps tht tem memers cn tke to del with different customers nd different customer service situtions Outcome 2: Apply customer service principles in their customer service role 2.1 follow the key policies nd procedures in their orgnistion for the delivery of services or products 2.2 demonstrte how their orgnistion s service pproch nd service offer fit within their own industry nd differ from those of other industries 2.3 discuss with collegues how their orgnistion s ethicl nd vlue se fits with orgnistionl needs nd customer expecttions Outcome 3: Understnd principles of customer service 3.1 descrie how their orgnistion s service offer meets customer expecttions 3.2 explin how their orgnistion s service offer is ffected y finncil nd other resource limittions 3.3 identify the impct tht their orgnistion s service offer my hve on different people in the service chin 3.4 explin how customers form their expecttions of the services or products 3.5 explin the importnce of effective temwork for the delivery of excellent customer service 3.6 descrie how customer service cn contriute to est vlue in pulic sector or third sector orgnistion 3.7 explin how customer service cn provide competitive dvntge for commercil orgnistion 3.8 descrie why their orgnistion must limit the customer service it gives to lnce customer stisfction with orgnistionl gols Level 3 NVQ Diplom in Customer Service ( ) 17

3 3.9 explin how to del with different customer ehviours nd personlities to chieve customer stisfction 3.10 explin the importnce of effective communiction in the delivery of excellent customer service 3.11 descrie how they ensure their communiction with diverse groups of customers is effective nd efficient 3.12 descrie the importnce of continuous improvement within customer service 3.13 explin the key policies nd procedures in their orgnistion for the delivery of services or products nd why it is importnt to follow them 3.14 explin how their industry s pproch to customer service differs from the pproch of nother industry 3.15 outline the service offer of competitors of their orgnistion or ny orgnistions offering similr services or products 3.16 descrie the fetures nd enefits of their orgnistion s services or products tht influence customer service delivery nd customer stisfction 3.17 explin how their orgnistion lnces its needs with customer expecttions nd needs 3.18 justify the ethicl nd vlue se of their orgnistion s pproch to customer service 3.19 explin how their ehviour when improving customer service delivery ffects the success of ny chnges to customer expecttions nd needs Evidence requirements 1 Your evidence should e collected when crrying out rel jo, whether pid or voluntry, nd when deling with rel customers, whether internl or externl to the orgnistion. Evidence collected in relistic working environment or work plcement is not permissile for this Unit. Simultion is not llowed for ny evidence within this Unit. 2 You my collect the evidence for the Unit through work in privte sector orgnistion, not-for-profit orgnistion or pulic services orgnistion. 3 You must provide evidence tht shows you hve done this over sufficient period of time with different customers on different occsions for your ssessor to e confident tht you re competent. 4 The orgnistion from which you drw your evidence must e the orgnistion you work for. The orgnistion my e the whole of the orgnistion or the usiness unit, division or deprtment with which you re involved. 5 Your communiction with customers my e fce to fce, in writing, y telephone, text messge, e-mil, internet (including socil networking), intrnet or y ny other method you would e expected to use within your jo role. 18 Level 3 NVQ Diplom in Customer Service ( )

4 Unit 302 Demonstrte understnding of the rules tht impct on improvements in customer service Level: 3 Credit vlue: 6 NDAQ numer: J/601/1627 Unit im This unit is out the rules, regultion nd legisltion tht cn impct on the wy the lerner develops nd improves customer service It requires the lerner to demonstrte tht they follow those rules when tking ctions to improve customer service. Lerning outcomes There re three lerning outcomes to this unit. The lerner will: 1 Demonstrte n understnding of the orgnistionl rules nd procedures tht impct on customer service improvements 2 Demonstrte n understnding of the legisltion nd externl regultion tht impct on customer service improvements 3 Understnd the rules tht impct on improvements in customer service Guided lerning hours It is recommended tht 40 hours should e llocted for this unit, lthough ptterns of delivery re likely to vry. Detils of the reltionship etween the unit nd relevnt ntionl occuptionl stndrds This unit directly reltes to Unit F4 of the Customer Service NOS Support of the unit y sector or other pproprite ody This unit hs een developed y the Institute of Customer Service. Assessment This unit will e ssessed y portfolio of evidence, s specified in the Institute of Customer Service (ICS) Customer Service Assessment Strtegy Level 3 NVQ Diplom in Customer Service ( ) 19

5 Unit 302 Demonstrte understnding of the rules tht impct on improvements in customer service Outcome 1: Demonstrte n understnding of the orgnistionl rules nd procedures tht impct on customer service improvements 1.1 identify orgnistionl policies, procedures nd prctices tht my impct on proposed improvements in customer service 1.2 identify procedures nd ctions needed to gin pprovl for proposed improvements in customer service 1.3 gree with collegues or service prtners the ctions needed to meet orgnistionl requirements when implementing proposed customer service improvements Outcome 2: Demonstrte n understnding of the legisltion nd externl regultion tht impct on customer service improvements 2.1 identify relevnt customer relted legisltion nd externl legisltion tht my ffect the implementtion of customer service improvements 2.2 identify relevnt generl usiness legisltion nd externl regultion tht my ffect the implementtion of customer service improvements 2.3 lnce the requirements of legisltion nd externl regultion with the needs of the orgnistion when implementing customer service improvements Outcome 3: Understnd the rules tht impct on improvements in customer service 3.1 descrie orgnistionl policies, procedures nd prctices tht they need to tke into ccount when they propose improvements in customer service 3.2 explin how to gin pprovl to chnge customer service procedures or prctices 3.3 stte the limits of their own uthority nd who else in the orgnistion needs to e involved if they cnnot uthorise improvements lone 3.4 explin how they would involve collegues or service prtners in the implementtion of improvements 3.5 explin relevnt legisltion nd externl regultion relting to consumer protection 3.6 explin relevnt legisltion nd externl regultion relting to dt protection 20 Level 3 NVQ Diplom in Customer Service ( )

6 3.7 explin relevnt legisltion nd externl regultion relting to disility discrimintion nd equl opportunities 3.8 explin relevnt legisltion nd externl regultion relting to diversity, inclusion nd discrimintion for resons other thn disility or equl opportunities 3.9 explin relevnt legisltion nd externl regultion relting to helth nd sfety of customers nd collegues 3.10 compre the need to lnce the requirements of legisltion nd externl regultion with the needs nd ojectives of their orgnistion 3.11 explin legisltion nd externl regultion tht ffect customer service in their industry in prticulr Evidence requirements 1 Your evidence should e collected when crrying out rel jo, whether pid or voluntry, nd when deling with rel customers, whether internl or externl to the orgnistion. Evidence collected in relistic working environment or work plcement is not permissile for this Unit. Simultion is not llowed for ny evidence within this Unit. 2 You my collect the evidence for the Unit through work in privte sector orgnistion, not-for-profit orgnistion or pulic services orgnistion. 3 You must provide evidence tht shows you hve done this over sufficient period of time with different customers on different occsions for your ssessor to e confident tht you re competent. 4 The orgnistion from which you drw your evidence must e the orgnistion you work for. The orgnistion my e the whole of the orgnistion or the usiness unit, division or deprtment with which you re involved. Level 3 NVQ Diplom in Customer Service ( ) 21

7 Unit 203 Give customers positive impression of yourself nd your orgnistion Level: 2 Credit vlue: 5 NDAQ numer: L/601/0933 Unit im Excellent customer service is provided y people who re good with people. The lerner s ehviour ffects the impression tht customers hve of the service they re receiving. This Unit is out communicting with the customers nd giving positive impression whenever deling with customer. By doing this the lerner cn crete positive impression of the orgnistion nd the customer service it provides. All of us enjoy the experience of good customer service if we feel tht the person serving us relly wnts to crete the right impression, responds to us nd gives us good informtion. Every detil of the lerners ehviour counts when deling with customer. Lerning outcomes There re four lerning outcomes to this unit. The lerner will: 1 Estlish rpport with customers 2 Respond ppropritely to customers 3 Communicte informtion to customers 4 Understnd how to give customers positive impression of themselves nd the orgnistion Guided lerning hours It is recommended tht 33 hours should e llocted for this unit, lthough ptterns of delivery re likely to vry. Detils of the reltionship etween the unit nd relevnt ntionl occuptionl stndrds This unit directly reltes to Unit A4 of the Customer Service NOS. Support of the unit y sector or other pproprite ody This unit hs een developed y the Institute of Customer Service. Assessment This unit will e ssessed y portfolio of evidence, s specified in the Institute of Customer Service (ICS) Customer Service Assessment Strtegy Level 2 NVQ Certificte in Customer Service ( ) 25

8 Unit 203 Give customers positive impression of yourself nd your orgnistion Outcome 1: Estlish rpport with customers 1.1 meet their orgnistion s stndrds of ppernce nd ehviour 1.2 greet their customer respectfully nd in friendly mnner 1.3 communicte with their customer in wy tht mkes them feel vlued nd respected 1.4 identify nd confirm their customer s expecttions 1.5 tret their customer courteously nd helpfully t ll times 1.6 keep their customer informed nd ressured 1.7 dpt their ehviour to respond to different customer ehviour Outcome 2: Respond ppropritely to customers 2.1 respond promptly to customer seeking help 2.2 choose the most pproprite wy to communicte with their customer 2.3 check with their customer tht they hve fully understood their expecttions 2.4 respond promptly nd positively to their customer s questions nd comments 2.5 llow their customer time to consider their response nd give further explntion when pproprite Outcome 3: Communicte informtion to customers 3.1 quickly find informtion tht will help their customer 3.2 give their customer informtion they need out the services or products offered y their orgnistion 3.3 recognise informtion tht their customer might find complicted nd check whether they fully understnd 3.4 explin clerly to their customers ny resons why their expecttions cnnot e met 26 Level 2 NVQ Certificte in Customer Service ( )

9 Outcome 4: Understnd how to give customers positive impression of themselves nd the orgnistion 4.1 descrie their orgnistion s stndrds for ppernce nd ehviour 4.2 explin their orgnistion s guidelines for how to recognise wht their customer wnts nd respond ppropritely 4.3 identify their orgnistion s rules nd procedures regrding the methods of communiction they use 4.4 explin how to recognise when customer is ngry or confused 4.5 identify their orgnistion s stndrds for timeliness in responding to customer questions nd requests for informtion Evidence requirements 1 Your evidence should e collected when crrying out rel jo, whether pid or voluntry, nd when deling with rel customers, whether internl or externl to the orgnistion. However, for this Unit, evidence collected in relistic working environment or work plcement is permissile. Simultion is not llowed for ny performnce evidence within this Unit. (Guidelines for Relistic Working Environment cn e found in the Assessment Strtegy for Customer Service t S/NVQ Levels 1,2,3 nd 4 Ferury 2010) 2 You my collect the evidence for the Unit through work in privte sector orgnistion, not-for-profit orgnistion or pulic services orgnistion. 3 You must provide evidence tht shows you hve done this over sufficient period of time with different customers on different occsions for your ssessor to e confident tht you re competent. 4 Your communiction with customers my e fce to fce, in writing, y telephone, text messge, e-mil, internet (including socil networking), intrnet or y ny other method you would e expected to use within your jo role. 5 You must provide evidence of creting positive impression with customers: c d during routine delivery of customer service during usy time in your jo during quiet time in your jo when people, systems or resources hve let you down. 6 You must provide evidence tht you communicte with customers effectively y: using pproprite spoken or written lnguge pplying the conventions nd rules pproprite to the method of communiction you hve chosen. Level 2 NVQ Certificte in Customer Service ( ) 27

10 Unit 204 Promote dditionl services or products to customers Level: 2 Credit vlue: 6 NDAQ numer: D/601/0936 Unit im Services or products re continully chnging in orgnistions to keep up with customers' expecttions. By offering new or improved services or products the orgnistion cn increse customer stisfction. Mny orgnistions must promote these to e le to survive in competitive world. However, it is eqully importnt for orgnistions tht re not in competition with others to encourge their customers to try new services or products. This unit is out the lerners need to keep pce with new developments nd to encourge customers to tke n interest in them. Customers expect more nd more services or products to e offered to meet their own growing expecttions. They need to e mde wre of wht is ville from the orgnistion. Becuse of this everyody offering services or products needs to ply prt in mking customers wre of wht is ville. Lerners should not choose this unit if their orgnistion does not wnt them to suggest dditionl services or products to customers. Lerning outcomes There re four lerning outcomes to this unit. The lerner will: 1 Identify dditionl services or products tht re ville 2 Inform customers out dditionl services or products 3 Gin customer commitment to using dditionl services or products 4 Understnd how to promote dditionl services or products to customers Guided lerning hours It is recommended tht 40 hours should e llocted for this unit, lthough ptterns of delivery re likely to vry. Detils of the reltionship etween the unit nd relevnt ntionl occuptionl stndrds This unit directly reltes to Unit A5 of the Customer Service NOS Support of the unit y sector or other pproprite ody This unit hs een developed y the Institute of Customer Service. Assessment This unit will e ssessed y portfolio of evidence, s specified in the Institute of Customer Service (ICS) Customer Service Assessment Strtegy Level 2 NVQ Certificte in Customer Service ( )

11 Unit 204 Promote dditionl services or products to customers Outcome 1: Identify dditionl services or products tht re ville 1.1 updte nd develop their knowledge of their orgnistion s services or products 1.2 check with others when they re unsure out new service or product detils 1.3 identify pproprite services or products tht my interest their customer 1.4 spot opportunities for offering their customer dditionl services or products tht will improve the customer experience Outcome 2: Inform customers out dditionl services or products 2.1 choose the est time to inform their customer out dditionl services or products 2.2 choose the est method of communiction to introduce their customer to dditionl services or products 2.3 give their customer ccurte nd sufficient informtion to enle them to mke decision out the dditionl services or products 2.4 give their customer time to sk questions out the dditionl services or products Outcome 3: Gin customer commitment to using dditionl services or products 3.1 close the converstion if the customer shows no interest 3.2 give informtion to move the sitution forwrd when their customer shows interest 3.3 secure customer greement nd check customer understnding of the delivery of the service or product 3.4 tke ction to ensure prompt delivery of the dditionl services or products to their customer 3.5 refer their customer to others or to lterntive sources of informtion if the dditionl services or products re not their responsiility Level 2 NVQ Certificte in Customer Service ( ) 29

12 Outcome 4: Understnd how to promote dditionl services or products to customers 4.1 descrie the orgnistion s procedures nd systems for encourging the use of dditionl services or products 4.2 explin how dditionl services or products will enefit their customers 4.3 explin how their customer s use of dditionl services or products will enefit their orgnistion 4.4 identify the min fctors tht influence customers to use their services or products 4.5 explin how to introduce dditionl services or products to customers outlining their enefits, overcoming reservtions nd greeing to provide the dditionl services or products 4.6 stte how to give pproprite, lnced informtion to customers out services or products Evidence requirements 1 Your evidence should e collected when crrying out rel jo, whether pid or voluntry, nd when deling with rel customers, whether internl or externl to the orgnistion. However, for this Unit, evidence collected in relistic working environment or work plcement is permissile. Simultion is not llowed for ny performnce evidence within this Unit. (Guidelines for Relistic Working Environment cn e found in the Assessment Strtegy for Customer Service S/NVQs t Levels 1,2,3 nd 4 Ferury 2010) 2 You my collect the evidence for the Unit through work in privte sector orgnistion, not-for-profit orgnistion or pulic services orgnistion. 3 You must provide evidence tht shows you hve done this over sufficient period of time with different customers on different occsions for your ssessor to e confident tht you re competent. 4 Your communiction with customers my e fce to fce, in writing, y telephone, text messge, e-mil, internet (including socil networking), intrnet or y ny other method you would e expected to use within your jo role. 5 You must provide evidence tht the dditionl services or products offered include: use of services or products tht re new to your customer dditionl use of services or products tht your customer hs used efore. 6 Your evidence must show tht you: identify wht your customer wnts y seeking informtion directly identify wht your customer wnts from spontneous customer comments. 30 Level 2 NVQ Certificte in Customer Service ( )

13 Unit 205 Process informtion out customers Level: 2 Credit vlue: 5 NDAQ numer: H/601/1215 Unit im The lerner nd their orgnistion need informtion out their customers nd their ehviour to nswer customer questions nd to respond to customer requests. Informtion out customers is lso used y the orgnistion to develop its customer service. Some customer informtion is collected from customers. Other customer informtion is collected through informtion systems nd equipment tht mke records of service delivery In either cse the lerner must collect informtion, retrieve it nd supply it when needed Good customer informtion provides sound sis for ll customer service trnsctions. The qulity of the customer informtion depends hevily on the skills nd ttention to detil of the person deling with the informtion. Lerning outcomes There re four lerning outcomes to this unit. The lerner will: 1 Collect informtion out customers 2 Select nd retrieve informtion out customers 3 Supply informtion out customers 4 Understnd how to process customer service informtion Guided lerning hours It is recommended tht 40 hours should e llocted for this unit, lthough ptterns of delivery re likely to vry. Detils of the reltionship etween the unit nd relevnt ntionl occuptionl stndrds This unit directly reltes to Unit A6 of the Customer Service NOS Support of the unit y sector or other pproprite ody This unit hs een developed y the Institute of Customer Service. Assessment This unit will e ssessed y portfolio of evidence, s specified in the Institute of Customer Service (ICS) Customer Service Assessment Strtegy Level 2 NVQ Certificte in Customer Service ( ) 31

14 Unit 205 Process informtion out customers Outcome 1: Collect informtion out customers 1.1 collect nd record new informtion out customers following the orgnistion s guidelines 1.2 updte existing informtion out customers 1.3 record nd store informtion out customers tht is ccurte, sufficient nd relevnt following orgnistionl guidelines Outcome 2: Select nd retrieve informtion out customers 2.1 respond promptly to uthorised requests for informtion out customers 2.2 select nd retrieve relevnt informtion for customers or collegues following the orgnistion s guidelines Outcome 3: Supply informtion out customers 3.1 supply ccurte nd sufficient informtion out customers to meet their customers or collegues expecttions 3.2 choose the most pproprite wy to supply informtion to their customers or collegues 3.3 confirm tht their customers or collegues hve received nd understood the customer informtion Outcome 4: Understnd how to process customer service informtion 4.1 descrie their orgnistion s procedures nd guidelines for collecting, retrieving nd supplying informtion out customers 4.2 identify types of personl informtion out customers tht should nd should not e kept on record 4.3 explin how to collect informtion out customers efficiently nd effectively 4.4 explin how to operte the customer informtion storge system 4.5 explin why processing informtion out customers correctly mkes n importnt contriution to effective customer service 32 Level 2 NVQ Certificte in Customer Service ( )

15 4.6 explin the importnce of ttention to detil when processing informtion out customers 4.7 descrie legl nd regultory restrictions on the storge nd use of customer dt Evidence requirements 1 Your evidence should e collected when crrying out rel jo, whether pid or voluntry, nd when deling with rel customers, whether internl or externl to the orgnistion. However, for this Unit, evidence collected in relistic working environment or work plcement is permissile. Simultion is not llowed for ny performnce evidence within this Unit. (Guidelines for Relistic Working Environment cn e found in the Assessment Strtegy for Customer Service t S/NVQ Levels 1,2,3 nd 4 Ferury 2010) 2 You my collect the evidence for the Unit through work in privte sector orgnistion, not-for-profit orgnistion or pulic services orgnistion. 3 You must provide evidence tht shows you hve done this over sufficient period of time with different customers on different occsions for your ssessor to e confident tht you re competent. 4 Your communiction with customers my e fce to fce, in writing, y telephone, text messge, e-mil, internet (including socil networking), intrnet or y ny other method you would e expected to use within your jo role. 5 You must provide evidence tht you hve processed informtion relting to: new customers existing customers. 6 Your evidence must show tht you hve: checked whether the informtion you re collecting nd retrieving is ccurte nd up-to-dte selected informtion tht is directly relevnt to ech of your customers. Level 2 NVQ Certificte in Customer Service ( ) 33

16 Unit 206 Live up to the customer service promise Level: 2 Credit vlue: 6 NDAQ numer: M/601/1217 Unit im The lerner my work in n orgnistion tht hs crefully defined rnd nd vision tht includes specific service offer nd promise to their customers. Often, much work hs tken plce to develop these, nd they influence wht the customer expects. By promoting the rnd, the orgnistion is mking promise to their customers out wht they cn expect. Customer stisfction is unlikely to e chieved if their customer s experience does not mtch their expecttions of tht promise. Even in orgnistions without strong rnd imge, customers often hve firm expecttions. This unit is out the wy the lerner s work supports the rnding of their services or products. It covers wht they must do to mke sure tht they deliver the promise tht the customer hs come to expect. It lso covers how the lerner cn void giving their customer n experience tht is significntly different from the one offered in the promise. Lerning outcomes There re three lerning outcomes to this unit. The lerner will: 1 Understnd nd explin the customer service promise 2 Produce customer stisfction y delivering the customer service promise 3 Know how to live up to the customer service promise Guided lerning hours It is recommended tht 40 hours should e llocted for this unit, lthough ptterns of delivery re likely to vry. Detils of the reltionship etween the unit nd relevnt ntionl occuptionl stndrds This unit directly reltes to Unit A7 of the Customer Service NOS Support of the unit y sector or other pproprite ody This unit hs een developed y the Institute of Customer Service. Assessment This unit will e ssessed y portfolio of evidence, s specified in the Institute of Customer Service (ICS) Customer Service Assessment Strtegy Level 2 NVQ Certificte in Customer Service ( )

17 Unit 206 Live up to the customer service promise Outcome 1: Understnd nd explin the customer service promise 1.1 explin the key fetures of the service offer, vision nd promise their orgnistion hs mde 1.2 identify the role they cn ply to ensure tht their customer elieves tht the service offer, vision nd promise is eing delivered 1.3 explin the procedures nd regultions their orgnistion follows to support the service offer, vision nd promise 1.4 devise nd use phrses tht reinforce the service offer, vision nd promise 1.5 identify nd void phrses tht might e used, ut would not fit with the service offer, vision nd promise 1.6 identify moments nd ctions within the delivery of customer service tht re prticulrly relevnt to their customer s experience of the promise eing delivered 1.7 shre ides with collegues out how prticulr words nd pproches help to support the service offer, vision nd promise Outcome 2: Produce customer stisfction y delivering the customer service promise 2.1 ensure tht their ppernce nd ehviour supports the orgnistion s service offer, vision nd promise 2.2 oserve or listen to the customer closely to identify opportunities to reinforce their understnding of the service offer, vision nd promise 2.3 tke ctions to deliver customer service in wy tht meets their customer s expecttions nd understnding of the service offer, vision nd promise 2.4 ensure tht wht they decide to do is relistic nd in line with the service offer nd promise 2.5 e positive out nd supportive of the service offer nd promise Outcome 3: Know how to live up to the customer service promise 3.1 identify the key fetures, moments of truth (those points in the customer service process tht hve the most impct on the customer experience) nd customer experiences tht define the orgnistion s service offer, vision nd promise 3.2 identify wys in which stff cn contriute to communicting the service vision or promise to customers Level 2 NVQ Certificte in Customer Service ( ) 35

18 3.3 explin sles, mrketing nd/or pulic reltions resons for defining service offer, vision nd promise 3.4 explin how words cn e used nd dpted to reflect defined service offer, vision nd promise 3.5 explin how ctions cn e used nd dpted to reflect defined service offer, vision nd promise Evidence requirements 1 Your evidence should e collected when crrying out rel jo, whether pid or voluntry, nd when deling with rel customers, whether internl or externl to the orgnistion. However, for this Unit, evidence collected in relistic working environment or work plcement is permissile. Simultion is not llowed for ny performnce evidence within this Unit. (Guidelines for Relistic Working Environment cn e found in the Assessment Strtegy for Customer Service S/NVQs t Levels 1, 2, 3 nd 4 Ferury 2010) 2 You my collect the evidence for the Unit through work in privte sector orgnistion, not-for-profit orgnistion or pulic services orgnistion. 3 You must provide evidence tht shows you hve done this over sufficient period of time with different customers on different occsions for your ssessor to e confident tht you re competent. 4 Your orgnistion s service offer, vision nd promise my e expressed formlly or my e simply n informl description of the wy customer service is delivered. 5 Your evidence of your orgnistion s service offer, vision nd promise must include exmples of: the wy these re communicted to customers how your jo role links with your orgnistion s offers. 6 You must show how you deliver the customer service promise: through your own efforts working with others. 7 Your evidence must show tht you hve tken opportunities to reinforce your orgnistion s messge: through orgnistion inititives y responding to opportunities when deling with customers. 36 Level 2 NVQ Certificte in Customer Service ( )

19 Unit 207 Mke customer service personl Level: 2 Credit vlue: 6 NDAQ numer: T/601/1218 Unit im Reserch hs shown tht customer stisfction increses if customers feel tht they hve een treted in wy tht recognises their own personl needs. When they re delivering customer service lerners often del with lrge numer of customers who seem to e the sme, ut it is importnt to rememer tht ech customer is n individul. Anything the lerner cn do to mke ech customer feel tht they hve hd their complete ttention nd hve een delt with personlly increses their sense of stisfction. This unit is out how the lerner cn help their customers feel tht they hve experienced service tht focuses on them s n individul. When the lerner works with customer they need to give the impression tht it is on one to one sis, tht they cre wht hppens to their customer nd tht they respect their customer s n individul. Lerning outcomes There re three lerning outcomes to this unit. The lerner will: 1 Identify opportunities for mking customer service personl 2 Tret their customer s n individul 3 Know nd understnd how to mke customer service personl Guided lerning hours It is recommended tht 40 hours should e llocted for this unit, lthough ptterns of delivery re likely to vry. Detils of the reltionship etween the unit nd relevnt ntionl occuptionl stndrds This unit directly reltes to Unit A8 of the Customer Service NOS Support of the unit y sector or other pproprite ody This unit hs een developed y the Institute of Customer Service. Assessment This unit will e ssessed y portfolio of evidence, s specified in the Institute of Customer Service (ICS) Customer Service Assessment Strtegy Level 2 NVQ Certificte in Customer Service ( ) 37

20 Unit 207 Mke customer service personl Outcome 1: Identify opportunities for mking customer service personl 1.1 identify which of their orgnistion s systems or procedures llows them to dd personl touch to the service 1.2 oserve nd listen to their customer crefully for signs tht will guide how they personlise the service 1.3 let the customer know tht they understnd nd tht they re there to help 1.4 identify opportunities to help or direct their customer outside of norml routines nd procedures 1.5 identify customers with prticulr needs who would especilly pprecite personl service 1.6 lnce the time they tke when giving individul ttention to one customer with the needs nd expecttions of other customers 1.7 mke extr efforts to show how willing nd le they re to give more personl service Outcome 2: Tret their customer s n individul 2.1 greet nd del with their customer in wy tht respects them s n individul 2.2 focus their ttention on the customer they re deling with 2.3 lwys communicte with their customer in friendly nd open wy 2.4 use their customer s nme when it is known nd pproprite 2.5 follow their orgnistion s guidelines out giving their customer their own nme nd contct detils 2.6 concentrte on uilding one to one reltionship with their customer y mking them feel vlued nd respected Outcome 3: Know nd understnd how to mke customer service personl 3.1 explin how the use of the customer s nme mkes service more personl 3.2 descrie personlity types nd their receptiveness to personlised services 3.3 identify types of personl informtion out customers tht should nd should not e kept on record 3.4 identify fetures of personl service tht re most pprecited y customers with individul needs 38 Level 2 NVQ Certificte in Customer Service ( )

21 3.5 descrie ody lnguge nd pproches tht promote open communiction 3.6 descrie the orgnistion s guidelines on ctions tht re permissile outside of the norml routines nd procedures 3.7 explin their own preferences nd comfort levels relting to how they re willing nd le to personlise service Evidence requirements 1 Your evidence should e collected when crrying out rel jo, whether pid or voluntry, nd when deling with rel customers, whether internl or externl to the orgnistion. However, for this Unit, evidence collected in relistic working environment or work plcement is permissile. Simultion is not llowed for ny performnce evidence within this Unit. (Guidelines for Relistic Working Environment cn e found in the Assessment Strtegy for Customer Service S/NVQs t Levels 1, 2, 3 nd 4 Ferury 2010) 2 You my collect the evidence for the Unit through work in privte sector orgnistion, not-for-profit orgnistion or pulic services orgnistion. 3 You must provide evidence tht shows you hve done this over sufficient period of time with different customers on different occsions for your ssessor to e confident tht you re competent. 4 Your communiction with customers my e fce to fce, in writing, y telephone, text messge, e-mil, internet (including socil networking), intrnet or y ny other method you would e expected to use within your jo role. 5 You must provide evidence of mking customer service personl: c d during routine delivery of customer service during usy time in your jo during quiet time in your jo when people, systems or resources hve let you down. 6 Your evidence must include exmples of how you hve delt with customers who re: hppy with the service they re receiving unhppy out the service they re receiving. 7 You must provide evidence tht you hve mde customer service more personl: when you hve tken the inititive in response to n opportunity presented when your customer hs sked question. Level 2 NVQ Certificte in Customer Service ( ) 39

22 Unit 208 Go the extr mile in customer service Level: 2 Credit vlue: 6 NDAQ numer: M/601/1220 Unit im When the lerner s customer feels tht they hve tken specil cre to give them good service nd hve done something more thn they expect, they re likely to enjoy etter customer service experience. Opportunities to dd this extr vlue to the customer s experience depend on the lerner spotting wht they will prticulrly pprecite. Often they cn offer this little extr when sorting out difficulty or prolem. Whtever specil service the lerner gives when they go the extr mile must e within their own uthority or with the uthority of n pproprite collegue. It must lso tke ccount of the orgnistion s service offer nd ll the relevnt procedures nd regultions. As customers, we ll enjoy nd rememer it when someody hs gone the extr mile to deliver specil customer service. Lerning outcomes There re four lerning outcomes to this unit. The lerner will: 1 Distinguish etween routine service stndrds nd going the extr mile 2 Check tht your extr mile ides re fesile 3 Go the extr mile 4 Know how to go the extr mile in customer service Guided lerning hours It is recommended tht 40 hours should e llocted for this unit, lthough ptterns of delivery re likely to vry. Detils of the reltionship etween the unit nd relevnt ntionl occuptionl stndrds This unit directly reltes to Unit A9 of the Customer Service NOS Support of the unit y sector or other pproprite ody This unit hs een developed y the Institute of Customer Service. Assessment This unit will e ssessed y portfolio of evidence, s specified in the Institute of Customer Service (ICS) Customer Service Assessment Strtegy Level 2 NVQ Certificte in Customer Service ( )

23 Unit 208 Go the extr mile in customer service Outcome 1: Distinguish etween routine service stndrds nd going the extr mile 1.1 explin the service offer clerly nd concisely 1.2 identify their customer s expecttions nd needs 1.3 mtch the service offer with their customer s expecttions nd needs nd identify the key differences 1.4 identify options for other ctions tht will give dded vlue to customer service nd might impress their customer 1.5 choose ctions tht re most pproprite to impress their customer Outcome 2: Check tht your extr mile ides re fesile 2.1 mtch their ides for dded vlue customer service ginst their uthority to see them through 2.2 check tht their ides for dded vlue customer service re possile within their orgnistion s guidelines 2.3 check tht their ides for dded vlue customer service re possile within regultory oundries 2.4 check tht their ides for dded vlue customer service will not unresonly ffect the service to their other customers 2.5 explin their ides for dded vlue service to senior collegue or other pproprite uthority Outcome 3: Go the extr mile 3.1 tke ction to go the extr mile in customer service 3.2 ensure tht their customer is wre of the dded vlue of their ctions 3.3 monitor the effects of their dded vlue ctions to ensure tht the service given to their other customers is not ffected unresonly 3.4 note nd pss on positive feedck from their customer out their ctions 3.5 suggest tht n extr mile ction ecomes routine if they hve seen it work severl times nd it could e ccommodted within the service offer Level 2 NVQ Certificte in Customer Service ( ) 41

24 Outcome 4: Know how to go the extr mile in customer service 4.1 descrie their orgnistion s service offer 4.2 explin how customers form expecttions of the service they will receive 4.3 identify wht types of service ction most customers will see s dding vlue to the customer service they hve lredy hd 4.4 outline their orgnistion s rules nd procedures tht determine their uthority to go the extr mile 4.5 identify relevnt legisltion nd regultion tht impct on their freedom to go the extr mile 4.6 descrie how their orgnistion receives customer service feedck on the types of customer experience tht hs impressed them 4.7 descrie their orgnistion s procedures for mking chnges in its service offer Evidence requirements 1 Your evidence should e collected when crrying out rel jo, whether pid or voluntry, nd when deling with rel customers, whether internl or externl to the orgnistion. However, for this Unit, evidence collected in relistic working environment or work plcement is permissile. Simultion is not llowed for ny performnce evidence within this Unit. (Guidelines for Relistic Working Environment cn e found in the Assessment Strtegy for Customer Service S/NVQs t Levels 1,2,3 nd 4 Ferury 2010) 2 You my collect the evidence for the Unit through work in privte sector orgnistion, not-for-profit orgnistion or pulic services orgnistion. 3 You must provide evidence tht shows you hve done this over sufficient period of time with different customers on different occsions for your ssessor to e confident tht you re competent. 4 You must provide evidence of going the extr mile with customers: c d during routine delivery of customer service during usy time in your jo during quiet time in your jo when people, systems or resources hve let you down. 5 Your evidence must show tht you hve: followed orgnistionl procedures to go the extr mile for customers used your own inititive when going the extr mile for customers. 42 Level 2 NVQ Certificte in Customer Service ( )

25 Unit 209 Del with customers fce to fce Level: 2 Credit vlue: 5 NDAQ numer: T/601/1221 Unit im This unit is out the skills the lerner needs to del with their customer in person nd fce to fce. When they re working with customer in this wy, good feelings out the wy the lerner looks nd ehves cn improve how their customer feels out the trnsction nd give them greter stisfction. Whilst verl communiction is importnt, the lerner focus on their customer nd the reltionship tht is formed lso depends on the non-verl communiction tht tkes plce etween them. The lerner will hve mny opportunities to impress their customer nd their ehviour in this sitution cn mke ll the difference to customer ehviour nd the stisfction tht they feel. Lerning outcomes There re three lerning outcomes to this unit. The lerner will: 1 Communicte effectively with their customer 2 Improve the rpport with their customer through ody lnguge 3 Understnd how to del with customers fce to fce Guided lerning hours It is recommended tht 33 hours should e llocted for this unit, lthough ptterns of delivery re likely to vry. Detils of the reltionship etween the unit nd relevnt ntionl occuptionl stndrds This unit directly reltes to Unit A10 of the Customer Service NOS Support of the unit y sector or other pproprite ody This unit hs een developed y the Institute of Customer Service. Assessment This unit will e ssessed y portfolio of evidence, s specified in the Institute of Customer Service (ICS) Customer Service Assessment Strtegy Level 2 NVQ Certificte in Customer Service ( ) 43

26 Unit 209 Del with customers fce to fce Outcome 1: Communicte effectively with their customer 1.1 pln converstion with their customer tht hs structure nd cler direction 1.2 hold converstion with their customer tht estlishes rpport 1.3 focus on their customer nd listen crefully to ensure tht they collect ll possile informtion they need from the converstion 1.4 explin their services or products nd their orgnistion s service offer to their customer clerly nd concisely 1.5 dpt their communiction to meet the individul needs of their customer 1.6 nticipte their customer s requests nd needs for informtion 1.7 lnce conflicting demnds for their ttention whilst mintining rpport with their current customer 1.8 clm down situtions when one customer is dversely ffecting the customer service enjoyed y other customers Outcome 2: Improve the rpport with their customer through ody lnguge 2.1 present professionl nd respectful imge when deling with their customer 2.2 show n wreness of their customer s needs for personl spce 2.3 focus their ttention on their customer so tht non-verl signs do not etry disinterest, oredom or irrittion 2.4 ensure tht their customer focus is not disrupted y collegues 2.5 oserve ll customers nd the totl customer service sitution whilst mintining rpport with their current customer 2.6 oserve their customer to red non-verl clues out the customer s wishes nd expecttions Outcome 3: Understnd how to del with customers fce to fce 3.1 explin the importnce of speking clerly nd slowly when deling with customer fce to fce 3.2 stte the importnce of tking the time to listen crefully to wht the customer is sying 44 Level 2 NVQ Certificte in Customer Service ( )

27 3.3 identify the orgnistion s procedures tht impct on the wy they re le to del with their customers fce to fce 3.4 descrie the fetures nd enefits of the orgnistion s services or products 3.5 explin the orgnistion s service offer nd how it ffects the wy they del with customers fce to fce 3.6 explin the principles of ody lnguge tht enles them to interpret customer feelings without verl communiction 3.7 explin the difference etween ehving ssertively, ggressively nd pssively 3.8 explin why the expecttions nd ehviour of individul customers will demnd different responses to crete rpport nd chieve customer stisfction 3.9 descrie the greed nd recognised signs in customer ehviour in their orgnistion tht indictes tht their customer expects prticulr ction y them Evidence requirements 1 Your evidence should e collected when crrying out rel jo, whether pid or voluntry, nd when deling with rel customers, whether internl or externl to the orgnistion. However, for this Unit, evidence collected in relistic working environment or work plcement is permissile. Simultion is not llowed for ny performnce evidence within this Unit. (Guidelines for Relistic Working Environment cn e found in the Assessment Strtegy for Customer Service t S/NVQ Levels 1,2,3 nd 4 Ferury You my collect the evidence for the Unit through work in privte sector orgnistion, not-for-profit orgnistion or pulic services orgnistion. 3 You must provide evidence tht shows you hve done this over sufficient period of time with different customers on different occsions for your ssessor to e confident tht you re competent. 4 Your evidence must include exmples of deling with customers who: c d hve stndrd expecttions of your orgnistion s customer service hve experienced difficulties when deling with your orgnistion hve mde specific request for informtion need to e informed of circumstnces of which they re unwre. 5 Your evidence must include exmples of delings with customers tht re: plnned unplnned. 6 You must provide evidence of deling with customers fce to fce: c d during routine delivery of customer service during usy time in your jo during quiet time in your jo when people, systems or resources hve let you down. 7 You must include exmples of how you hve mde use of : verl communiction skills non-verl communiction skills. Level 2 NVQ Certificte in Customer Service ( ) 45

28 Unit 210 Del with incoming telephone clls from customers Level: 2 Credit vlue: 5 NDAQ numer: F/601/1223 Unit im Mny orgnistions rely on deling with incoming telephone clls s key prt of their customer service procedures. Customer expecttions re high when clling orgnistions ecuse they hve hd n opportunity to prepre for their cll. In ddition, proportion of clls strt with customers in negtive frme of mind ecuse the cller sees mking cll s wy of deling with customer service prolem. This unit is out eing prepred to del effectively with clls nd using effective communiction to stisfy customers with the outcome of ech cll. Lerning outcomes There re four lerning outcomes to this unit. The lerner will: 1 Use communiction systems effectively 2 Estlish rpport with customers who re clling 3 Del effectively with customer questions nd requests 4 Know how to del with incoming telephone clls from customers Guided lerning hours It is recommended tht 33 hours should e llocted for this unit, lthough ptterns of delivery re likely to vry. Detils of the reltionship etween the unit nd relevnt ntionl occuptionl stndrds This unit directly reltes to Unit A11of the Customer Service NOS Support of the unit y sector or other pproprite ody This unit hs een developed y the Institute of Customer Service. Assessment This unit will e ssessed y portfolio of evidence, s specified in the Institute of Customer Service (ICS) Customer Service Assessment Strtegy Level 2 NVQ Certificte in Customer Service ( )

29 Unit 210 Del with incoming telephone clls from customers Outcome 1: Use communiction systems effectively 1.1 operte telecommuniction equipment efficiently nd effectively 1.2 spek clerly nd slowly nd dpt their speech to meet the individul needs of their customer 1.3 listen crefully when collecting informtion from their customer 1.4 select the informtion they need to record nd store following their orgnistion s guidelines 1.5 updte their customer records during or fter the cll to reflect the key points of the converstion Outcome 2: Estlish rpport with customers who re clling 2.1 greet their customer following their orgnistion s guidelines 2.2 listen closely to their customer to identify their precise reson for clling nd wht outcome they re seeking from the cll 2.3 confirm the identity of their customer following orgnistionl guidelines 2.4 use effective nd ssertive questions to clrify their customer s requests Outcome 3: Del effectively with customer questions nd requests 3.1 identify ll the options they hve for responding to their customer nd weigh up the enefits nd drwcks of ech 3.2 choose the option tht is most likely to led to customer stisfction within the service offer 3.3 give cler nd concise informtion to customers in response to questions or requests 3.4 use questions nd nswers to control the length of the converstion 3.5 keep their customer regulrly informed out their ctions when ccessing informtion to provide responses or if they re going to e on hold for period of time 3.6 put their customer on hold nd ensure they cnnot e herd if they re discussing ction with others or clling collegue 3.7 summrise the outcome of the cll nd ny ctions tht they or their customer will tke s result Level 2 NVQ Certificte in Customer Service ( ) 47