Demonstrate understanding of customer service UR300F3 K/601/1622 Learner name: Learner number:
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)
UR300F3 Demonstrate understanding of customer service Industries and organisations have developed a language and approach for customer service that is recognised and understood as the basis for service excellence. You need to understand and apply this language and approach if you are to become a true customer service professional. This unit is about being able to understand and explain the principles of customer service and the way they can be applied in specific customer service situations. The basic principles in this unit influence all aspects of making customer service work and enable you to place professional customer practice in the context of your industry sector and your own organisation. Above all, working as a customer service professional involves working with colleagues to develop a deeper and broader understanding of customer service language and principles. UR300F3_v3
NOS F3 Level 3 Credit value 6 GLH 40 Observations 1 External paper(s) 0
Demonstrate understanding of customer service Learning outcomes On completion of this unit you will: 1. Be able to follow your organisation s accepted customer service language 2. Be able to apply customer service principles in your customer service role 3. Understand the principles 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 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 with different customers on different occasions for your assessor to be confident that you are competent. 4. The organisation from which you draw your evidence must be the organisation you work for. The organisation may be the whole of the organisation or the business unit, division or department with which you are involved. 5. Your communication with customers may be face to face, in writing, by telephone, text message, e-mail, internet (including social networking), intranet or by any other method you would be expected to use within your job role. 6. There is no external paper requirement for this unit. UR300F3 3
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 There is no range section that applies to this unit. 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 UR300F3
Observations Outcome 1 Be able to follow your organisation s accepted customer service language You can: a. Communicate to customers your organisation s service offer, how it balances organisational and customer needs and how it meets customer expectations b. Compare the service offers of commercial, public sector and third sector organisations and how they each meet customer expectations c. Discuss with colleagues steps that team members can take to deal with different customers and different customer service situations Competent performance observed (assessor initials) Portfolio reference Date outcome achieved Learner signature Assessor initials UR300F3 5
Outcome 2 Be able to apply customer service principles in your customer service role You can: Competent performance observed (assessor initials) Portfolio reference a. Follow the key policies and procedures in your organisation for the delivery of services or products b. Demonstrate how your organisation s service approach and service offer fit within your own industry and differ from those of other industries c. Discuss with colleagues how your organisation s ethical and value base fits with organisational needs and customer expectations Date outcome achieved Learner signature Assessor initials 6 UR300F3
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 UR300F3 7
Knowledge Outcome 3 Understand the principles of customer service You can: Portfolio reference / Assessor initials* a. Describe how your organisation s service offer meets customer expectations b. Explain how your organisation s service offer is affected by financial and other resource limitations c. Identify the impact that your organisation s service offer may have on different people in the service chain d. Explain how customers form their expectations of the services or products e. Explain the importance of effective teamwork for the delivery of excellent customer service f. Describe how customer service can contribute to best value in a public sector or third sector organisation g. Explain how customer service can provide a competitive advantage for a commercial organisation h. Describe why your organisation must limit the customer service it gives to balance customer satisfaction with organisational goals i. Explain how to deal with different customer behaviours and personalities to achieve customer satisfaction j. Explain the importance of effective communication in the delivery of excellent customer service k. Describe how to ensure your communication with diverse groups of customers is effective and efficient l. Describe the importance of continuous improvement within customer service * Assessor initials to be inserted if orally questioned. 8 UR300F3
Outcome 3 (continued) Understand the principles of customer service You can: Portfolio reference / Assessor initials* m. Explain the key policies and procedures in your organisation for the delivery of services or products and why it is important to follow them n. Explain how your industry s approach to customer service differs from the approach of another industry o. Outline the service offer of competitors of your organisation or any organisations offering similar services or products p. Describe the features and benefits of your organisation s services or products that influence customer service delivery and customer satisfaction q. Explain how your organisation balances its needs with customer expectations and needs r. Justify the ethical and value base of your organisation s approach to customer service s. Explain how your behaviour when improving customer service delivery affects the success of any changes to customer expectations and needs * Assessor initials to be inserted if orally questioned. UR300F3 9