Build and maintain effective customer relations

Transcription

1 Build and maintain effective customer relations L/601/1239 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 Build and maintain effective customer relations Building and developing effective customer relations is a vital aspect of customer service. Strong customer relations will help your organisation to identify and understand your customers expectations, encourage a way of working that is based on partnership and mutual trust, and establish and maintain customer loyalty. This unit is about establishing and maintaining such relations. For some organisations this means encouraging loyalty and repeat business from large numbers of customers; for others it is all about nurturing and relating to a smaller number of valued customers who make an important strategic contribution to your organisation s success. This unit is for you only if you are in a position to influence the way your organisation determines the level of service offered to different customers. _v2

4 NOS B15 Level 4 Credit value 8 GLH 53 Observations 1 External paper(s) 0

5 Build and maintain effective customer relations Learning outcomes On completion of this unit you will: 1. Be able to establish effective customer relations 2. Be able to maintain and develop effective customer relations 3. Understand how to build and maintain customer relations 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 provide evidence that you can build and maintain relationships with: potential or new customers existing customers customers with particular needs and expectations customers who have experienced problems with your organisation s services or products. 5. Your communication with customers 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. You must provide evidence that you have collected feedback that is: qualitative quantitative formal informal. 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 establish effective customer relations You can: a. Identify the types of customers with whom you should build longer term customer relations and promote loyalty Competent performance observed (assessor initials) Portfolio reference b. Communicate with these customers so that they know they are important to the organisation c. Explain your role, the purpose of making contact and the mutual benefits of building a longer term relationship d. Make it clear that you welcome two-way communication about customer expectations Date outcome achieved Learner signature Assessor initials 5

8 Outcome 2 Be able to maintain and develop effective customer relations You can: Competent performance observed (assessor initials) Portfolio reference a. Keep customers informed and accept criticism from customers openly and constructively b. Regularly assess whether customer expectations are being consistently met c. Use your influence and authority in your own organisation to ensure that customer needs are being met and, where possible, exceeded d. Collect feedback from customers and staff to ensure that solutions are being provided that result in customer satisfaction e. Analyse customer relations and propose changes that will develop longer term loyalty to people with authority in your organisation Date outcome achieved Learner signature Assessor initials 6

9 Range Your portfolio must include: Evidence that you can build and maintain relationships with Portfolio reference potential or new customers existing customers customers with particular needs and expectations customers who have experienced problems with your organisation s services or products Evidence that you have collected feedback that is Portfolio reference qualitative quantitative formal informal 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 build and maintain customer relations You can: Portfolio reference / Assessor initials* a. Identify and prioritise types of customers with whom you should be building a longer term relationship b. Describe the most appropriate method of establishing relationships with customers targeted for longer term relationships c. Explain the importance of effective communication skills when dealing with customers d. Explain how to explore and agree with customers the mutual benefits of maintaining and developing a longer term relationship e. Explain how to communicate with customers, especially when they are dissatisfied with products and services f. Explain how to negotiate with customers in a way that balances customer expectations with the expectations of your organisation g. Describe the types of compromises that would be acceptable to your organisation when meeting customer expectations h. Explain how to use your influence and authority in your organisation to meet or exceed customer expectations i. Describe methods of monitoring customer satisfaction appropriate to your level of authority in the organisation * Assessor initials to be inserted if orally questioned. 9