Make customer service environmentally friendly and sustainable

Transcription

1 Make customer service environmentally friendly and sustainable F/601/1237 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 Make customer service environmentally friendly and sustainable Unit Description Environmental awareness and positive action form an important aspect of strategy for many organisations. Customer service may impact on environmental performance by demanding additional resources. Environmental policies may impact on customer service by placing restrictions on how it can be delivered. Periodically, the link between customer service and environmentalism needs to be reviewed so that appropriate changes may be made. Environmental and sustainability awareness must be encouraged constantly so that staff, suppliers, customers and other stakeholders are reminded of their contributions and responsibilities. This unit is appropriate for you if your job involves responsibility for customer service and sufficient authority to review and promote environmental matters in your organisation or in some part of it. _v4

4 NOS A18 Level 4 Credit value 11 GLH 73 Observations 1 External paper(s) 0

5 Make customer service environmentally friendly and sustainable Learning outcomes On completion of this unit you will: 1. Be able to review and monitor environmental and sustainability aspects of customer service 2. Be able to promote environmental and sustainable aspects of customer service in your organisation 3. Understand how to make customer service environmentally friendly and sustainable 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 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. The customer service systems referred to in your evidence may be formal or informal. 5. The waste management policy used in your evidence must cover: reduction re-use re-cycling disposal. 6. Your evidence should include working with customers who are: receptive to environmental initiatives resistant to environmental initiatives. 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 review and monitor environmental and sustainability aspects of customer service You can: a. Identify your organisation s policies on customer service and on the environment and trace links between the two b. Identify your organisation s policy on energy management and carbon emissions and your key links with customer service systems c. Identify your organisation s policy on waste management and its key links with customer service systems d. Carry out a systematic review of your organisation s customer service systems to identify opportunities for environmental improvements e. Identify service partnerships that affect your organisation s environmental profile and what you might do to improve it f. Develop an action plan to promote environmental actions and improvements in your organisation s customer service delivery Competent performance observed (assessor initials) Portfolio reference Date outcome achieved Learner signature Assessor initials 5

8 Outcome 2 Be able to promote environmental and sustainable aspects of customer service in your organisation You can: a. Make links between your organisation s environmental policies and customer service delivery routines b. Encourage those involved in customer service delivery to promote an environmental approach by customers Competent performance observed (assessor initials) Portfolio reference c. Identify and promote ways to minimise resource use in customer service delivery d. Communicate your organisation s environmental policies to service partners including suppliers and encourage their participation in environmental improvements e. Communicate your organisation s environmental policies to customers and encourage their participation in environmental improvements f. Develop staff awareness of environmental matters and ways you can contribute to environmentalism and sustainability g. Develop community stakeholders awareness of your organisation s environmental policies and approaches Date outcome achieved Learner signature Assessor initials 6

9 Range Your portfolio must include: The waste management policy used in your evidence must cover Portfolio reference reduction re-use re-cycling disposal Evidence should include working with customers who are Portfolio reference receptive to environmental initiatives resistant to environmental initiatives 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 make customer service environmentally friendly and sustainable You can: Portfolio reference / Assessor initials* a. Explain principles of environmentalism and sustainability that are relevant to customer service operations b. Investigate ways to express environmental policies and link them with customer service c. Explain principles of energy management and reduction of carbon emissions d. Explain principles of waste management relevant to your organisation e. Evaluate techniques for reviewing environmental aspects of customer service systems f. Review different actions that may be taken to improve environmental aspects of customer service delivery g. Describe ways to minimise resource use in customer service delivery h. Evaluate techniques for communicating and developing awareness of environmental matters among stakeholders i. Describe ways to encourage customers to act more environmentally friendly * Assessor initials to be inserted if orally questioned. 9