Review the quality of customer service

Transcription

1 Review the quality of customer service J/601/1238 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 Review the quality of customer service People managing customer service need to know how effectively it is being delivered without this information, they have no way of knowing if their customers are satisfied and are likely to remain loyal. They also need to know what to do to improve customer service to meet and exceed customer expectations. This unit is about planning how you measure standards of customer service by collecting and analysing information. You must develop conclusions and recommendations and then report your findings to relevant people. Most of all, this unit is about approaching the review of customer service quality systematically and making full use of your findings. _v2

4 NOS B14 Level 4 Credit value 8 GLH 53 Observations 1 External paper(s) 0

5 Review the quality of customer service Learning outcomes On completion of this unit you will: 1. Be able to plan how to measure customer service 2. Be able to collect and analyse information on customer service 3. Understand how to review the quality of customer service 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. 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. You must include evidence of collecting and analysing information that is: quantitative qualitative. 5. Your communication of the results of your measurements may be face-to-face, in writing, by telephone, text message, , internet (including social networking), intranet or by any other method you would be expected to use within your job role. 6. Your evidence must show that you have communicated the results of your measurements to 3 of these groups of people: front line staff supervisors or team leaders senior managers colleagues in other departments service partners. 7. 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 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 plan how to measure customer service You can: Competent performance observed (assessor initials) Portfolio reference a. Identify the features of customer service delivery that affect customer satisfaction b. Plan how you will monitor the features of customer service delivery that affect customer satisfaction c. Plan how you will analyse the information you have collected Date outcome achieved Learner signature Assessor initials 5

8 Outcome 2 Be able to collect and analyse information on customer service You can: Competent performance observed (assessor initials) Portfolio reference a. Implement your plans for monitoring customer service processes and outcomes b. Analyse the monitoring information you have collected c. Compare the conclusions of your analysis with the criteria you identified d. Adapt your plans if the agreed methods of collecting and analysing information are not proving effective e. Communicate the results of your measurement of customer service to colleagues f. Agree actions to improve customer service that result from your measurements and analysis Date outcome achieved Learner signature Assessor initials 6

9 Range Your portfolio must include: Evidence of collecting and analysing information that is Portfolio reference quantitative qualitative Evidence that you have communicated the results of your measurements to 3 of these groups of people Portfolio reference front line staff supervisors or team leaders senior managers colleagues in other departments service partners 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 review the quality of customer service You can: Portfolio reference / Assessor initials* a. Explain the importance of measuring the quality of customer service b. Explain which aspects of the customer service process affect customer satisfaction c. Explain how to select the criteria you will use for measurement of customer service d. Explain how to construct representative samples e. Describe the types of information collection methods you could use f. Describe methods of analysing information on the quality of service g. Explain how to identify recommendations that flow from your measurement of customer service h. Explain the procedures for making recommendations on customer service improvements within your organisation * Assessor initials to be inserted if orally questioned. 9