Unit 401 Demonstrte understnding of customer service mngement Level: 4 Credit vlue: 10 NDAQ numer: J/601/1630 Unit im This unit covers the key principles of customer service tht influence how it is mnged nd the links etween mngement responsiilities nd those key principles. The unit lso recognises tht knowledge nd understnding of customer service principles nd systems required in mngement role my not e s detiled s tht required in delivery role. Insted, knowledge nd understnding must relte clerly to more strtegic pprecition of the principles of customer service. This unit provides the opportunity to demonstrte the knowledge nd understnding tht is needed to e effective in customer service mngement. Lerning outcomes There re three lerning outcomes to this unit. The lerner will: 1 Demonstrte n understnding of the principles of customer service tht influence the wy it is mnged 2 Demonstrte how their mngement responsiilities link with customer service principles 3 Understnd how their mngement responsiilities link with customer service principles Guided lerning hours It is recommended tht 65 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 F5 of the Customer Service NOS 2010. 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 2010. 14 Level 4 NVQ Diplom in Customer Service (4430-04)
Unit 401 Demonstrte understnding of customer service mngement Outcome 1: Demonstrte n understnding of the principles of customer service tht influence the wy it is mnged 1.1 exercise customer service mngement responsiility with considertion for their orgnistion s service offer, customer expecttions nd resources 1.2 supervise nd develop stff skills in the delivery of customer service 1.3 contriute to the development of customer service policies, culture nd ethics in their orgnistion 1.4 evlute options for technology tht will improve customer service delivery 1.5 crry out risk ssessment when deling with customer service prolems Outcome 2: Demonstrte how their mngement responsiilities link with customer service principles 2.1 disply ledership in customer service role 2.2 contriute to recruitment nd development of stff with pproprite customer service skills 2.3 monitor nd mintin effective customer service in their orgnistion 2.4 promote improvement of customer service in their orgnistion Outcome 3: Understnd how their mngement responsiilities link with customer service principles 3.1 descrie the customer service mngement role nd responsiilities in reltion to their orgnistion s service offer 3.2 descrie the customer service mngement role nd responsiilities in reltion to customer expecttions nd customer stisfction 3.3 explin how effective customer service depends on comintion of orgnistionl systems nd the skills of those responsile for customer service delivery 3.4 explin how orgnistionl systems lnce customer stisfction, finncil considertions nd the requirements of legisltion nd regultion 3.5 explin how effective customer service delivery y stff involves comintion of skills cquired through trining nd experience nd personlity Level 4 NVQ Diplom in Customer Service (4430-04) 15
3.6 compre the options for monitoring customer service performnce nd the enefits nd drwcks of ech option 3.7 explin the use of customer service s competitive tool y the commercil sector nd its use s contriution to est vlue in the pulic or third sectors 3.8 descrie the key fetures of customer service culture in n orgnistion 3.9 explin how risk ssessment cn e pplied to customer service situtions when deling with customer service prolems 3.10 evlute options for mking use of technology to improve customer service delivery 3.11 descrie wys in which n orgnistion cn seek continuous improvement in its customer service 3.12 descrie wys in which the ethicl nd vlues se of n orgnistion s pproch to customer service re demonstrted nd mintined 3.13 explin the nture of their responsiilities for customer service resources nd systems in their orgnistion 3.14 descrie their ledership role in customer service delivery 3.15 identify the key skills nd ttriutes to e sought when recruiting for person to deliver customer service in their orgnistion 3.16 descrie options for trining nd development of their orgnistion s stff in customer service nd the enefits nd drwcks of ech option 3.17 identify qulifictions in customer service tht my e pproprite for the development of people in their orgnistion 3.18 explin the importnce of the steps they tke to monitor nd mintin effective delivery of customer service in their orgnistion 3.19 descrie wys in which they promote continuous improvement within their orgnistion 3.20 explin the importnce of estlishing strong network of contcts with similr interests in customer 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. 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 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. 16 Level 4 NVQ Diplom in Customer Service (4430-04)
Unit 402 Follow orgnistionl rules, legisltion nd externl regultions when mnging customer service Level: 4 Credit vlue: 10 NDAQ numer: D/601/1634 Unit im This unit is out mngement responsiilities in role tht is directly relted to customer service generlly involving ctions nd set of knowledge nd understnding of legisltion nd regultion tht impct on the mngement function nd the wy it is fulfilled. It is out oserving the lw nd rules nd wht the individul needs to know nd understnd in order to mnge customer service processes effectively. Lerning outcomes There re three lerning outcomes to this unit. The lerner will: 1 Follow their orgnistion s rules nd culture relted to customer service 2 Follow legisltion nd externl regultion when mnging customer service 3 Understnd the rules to follow when mnging customer service Guided lerning hours It is recommended tht 65 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 F6 of the Customer Service NOS 2010. 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 2010. Level 4 NVQ Diplom in Customer Service (4430-04) 17
Unit 402 Follow orgnistionl rules, legisltion nd externl regultions when mnging customer service Outcome 1: Follow their orgnistion s rules nd culture relted to customer service 1.1 contriute to the development of customer service in their orgnistion within the orgnistion s rules nd culture 1.2 ct within their own uthority to promote customer service in their orgnistion 1.3 use pproprite sources of informtion out orgnistionl rules, policies nd procedures tht relte to customer service 1.4 del with customer service prolems nd complints within orgnistionl rules Outcome 2: Follow legisltion nd externl regultion when mnging customer service 2.1 mnge customer service ctivities following legisltion nd externl regultion 2.2 ssess the risks resulting from non-complince with legisltion nd externl regultion when supervising the delivery of customer service 2.3 contriute to development of customer service policies nd strtegy tht comply with legisltion nd externl regultion Outcome 3: Understnd the rules to follow when mnging customer service 3.1 explin the steps tht mngers cn tke to encourge development of customer service culture in their orgnistion 3.2 descrie the importnce of influencing skills for the development of customer service in their orgnistion 3.3 identify the opportunities provided nd constrints plced on customer service delivery y the policies nd procedures of their orgnistion 3.4 descrie the structure of uthority in their orgnistion relting to customer service mngement 18 Level 4 NVQ Diplom in Customer Service (4430-04)
3.5 explin the limits of their own uthority nd who else in the orgnistion needs to e involved if they cnnot uthorise customer service mngement ctions lone 3.6 explin how they should involve service prtners in customer service mngement ctions 3.7 identify the sources of informtion out orgnistionl rules, policies nd procedures tht relte to customer service 3.8 explin their orgnistion s definition of complint nd their responsiility in connection with complints 3.9 explin the structure of legisltion nd externl regultion tht impcts on the customer service of their orgnistion 3.10 explin the importnce of the regultory uthority of different legl nd regultory odies for their orgnistion 3.11 explin the risks for their orgnistion presented y non-complince with different legl nd regultory odies 3.12 descrie the level of knowledge nd understnding needed y people in their orgnistion involved in customer service delivery regrding relevnt legisltion nd externl regultion 3.13 explin the importnce of tking full ccount of legl nd regultory requirements when plnning customer service developments 3.14 descrie the reltionship etween customer service strtegy nd complince 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 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 4 NVQ Diplom in Customer Service (4430-04) 19
Unit 303 Del with customers in writing or electroniclly Level: 3 Credit vlue: 6 NDAQ numer: R/601/1226 Unit im Some customer service delivery involves communicting with customer in wy tht cretes permnent record either in writing or electroniclly. This form of communiction crries risks nd implictions tht re less likely to pply to converstion held with customer fce to fce or on the telephone. This unit is ll out how written or electronic communiction cn e mde effective nd cn contriute to excellent customer service. Lerning outcomes There re four lerning outcomes to this unit. The lerner will: 1 Use written or electronic communiction effectively 2 Pln nd send n effective written or electronic communiction 3 Hndle incoming written or electronic communictions effectively 4 Know how to del with customers in writing or electroniclly 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 A13 of the Customer Service NOS 2010. 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 2010. 22 Level 3 NVQ Diplom in Customer Service (4430-03)
Unit 303 Del with customers in writing or electroniclly Outcome 1: Use written or electronic communiction effectively 1.1 operte equipment used to communicte in writing or electroniclly efficiently nd effectively 1.2 ensure tht the period of time etween exchnges in writing or electroniclly represents excellent customer service 1.3 use lnguge tht is cler nd concise 1.4 dpt their use of lnguge to meet the individul needs of their customer 1.5 ensure tht the style nd tone of their written or electronic communiction follows their orgnistion s guidelines nd mtches the service offer Outcome 2: Pln nd send n effective written or electronic communiction 2.1 nticipte their customer s expecttions tking ccount of ny previous exchnges they my hve hd 2.2 ssemle ll the informtion they need to construct the communiction 2.3 pln the ojective of their communiction 2.4 formt their communiction following their orgnistion s guidelines 2.5 open the communiction positively to estlish rpport with their customer 2.6 ensure tht their customer is wre of the purpose of the communiction s erly s possile 2.7 summrise the key point of the communiction nd ny ctions tht they or their customer will tke s result Outcome 3: Hndle incoming written or electronic communictions effectively 3.1 red their customer s communiction crefully to identify their precise reson for contcting you 3.2 identify wht they re seeking s the outcome of the contct 3.3 identify ll the options they hve for responding to their customer nd weigh up the enefits nd drwcks of ech Level 3 NVQ Diplom in Customer Service (4430-03) 23
3.4 choose the option tht is most likely to led to customer stisfction within the service offer 3.5 summrise the outcome of the communiction nd ny ctions tht they or their customer will tke s result Outcome 4: Know how to del with customers in writing or electroniclly 4.1 explin the importnce of using cler nd concise lnguge 4.2 explin the dditionl significnce nd potentil risks involved in committing communiction to permnent record formt 4.3 descrie the effects of style nd tone on the reder of written or electronic communiction 4.4 explin the importnce of dpting their lnguge to meet the needs of customers who my find the communiction hrd to understnd 4.5 descrie their orgnistion s guidelines nd procedures relting to written nd electronic communiction 4.6 explin how to operte equipment used for producing nd sending written or electronic communictions 4.7 explin the importnce of keeping their customer informed if there is likely to e ny dely in responding to communiction 4.8 explin the risks ssocited with the confidentility of written or electronic communictions 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 Your communiction with customers my e in writing, y text messge, e-mil, internet (including socil networking), intrnet or y ny other method you would e expected to use within your jo role providing tht there is permnent record of your communiction with your customers. 5 Your evidence must include exmples of deling with customers who: c d hve routine 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. 24 Level 3 NVQ Diplom in Customer Service (4430-03)
6 The style nd tone of your communiction must follow orgnistionl guidelines nd you must provide evidence tht you hve tken ccount of: c your jo role nd position in your orgnistion the personl style nd preferences of your customer the conventions of the medium of communiction you re using. 7 You must show tht you hve communicted with customers when: you hve initited the contct you re responding to customer. Level 3 NVQ Diplom in Customer Service (4430-03) 25
Unit 304 Use customer service s competitive tool Level: 3 Credit vlue: 8 NDAQ numer: D/601/1228 Unit im Customer service contriutes to n orgnistion s competitive position. Customers of mny orgnistions hve choice out the services or products they use nd who supplies them. Often the technicl fetures nd cost of the service or product re lmost identicl. If this is the cse, the qulity of the customer service offered mkes ll the difference out which supplier the customer chooses. This unit is out how the lerner cn ply their prt in ensuring tht their orgnistion mkes the est possile use of the competitive dvntge tht cn e gined from offering superior customer service. It covers how the lerner cn use customer service s tool to compete effectively with other providers of similr services nd product. The unit is not for lerner whose orgnistion does not compete ctively with others. Lerning outcomes There re three lerning outcomes to this unit. The lerner will: 1 Orgnise customer service to gin competitive dvntge 2 Deliver competitive service 3 Understnd how to use customer service s competitive tool Guided lerning hours It is recommended tht 53 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 A14 of the Customer Service NOS 2010. 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 2010. 26 Level 3 NVQ Diplom in Customer Service (4430-03)
Unit 304 Use customer service s competitive tool Outcome 1: Orgnise customer service to gin competitive dvntge 1.1 develop their own nd collegues understnding of the services nd products offered y their orgnistion 1.2 define their orgnistion s service offer nd the wys in which it compres with those of their competitors 1.3 set n exmple for collegues nd present n imge to their customers tht reinforces their orgnistion s service offer 1.4 encourge customer service ctions tht crete nd develop customer loylty Outcome 2: Deliver competitive service 2.1 tke positive ctions nd encourge collegues to tke ctions tht provide individul customers with dded vlue within their orgnistion s service offer 2.2 remind customers out their service offer nd the extr enefit it provides over those of their competitors 2.3 offer dditionl technicl dvice to customers within their orgnistion s service offer 2.4 show wreness of the finncil implictions of ny dded vlue ctions tht they or their collegues might offer 2.5 meet customer service trgets to ensure tht customers see the enefit of deling with them rther thn with competitor 2.6 re-direct customers to other service providers without offence when their expecttions cnnot e met y the orgnistion s service offer 2.7 ensure tht customers who hve shown previous interest in repet nd dditionl services re reminded of this 2.8 encourge collegues to offer complementry services nd products when customer stisfction indictes tht customers would e interested in them Outcome 3: Understnd how to use customer service s competitive tool 3.1 identify the fctors tht led to customers elief tht they re enjoying vlue for money 3.2 descrie the services nd products offered y their orgnistion 3.3 descrie the services nd products offered y competitors Level 3 NVQ Diplom in Customer Service (4430-03) 27
3.4 identify the fetures nd enefits of services nd products tht re seen y customers s dded vlue 3.5 explin the purpose of dding non-chrgele items to the service offer in order to impress customers nd develop customer loylty 3.6 explin how to portry positive imge tht reinforces their orgnistion s competitive position 3.7 explin their orgnistion s customer service trgets nd cost implictions of dded vlue ctions to improve the orgnistion s competitive position 3.8 descrie complementry services nd products tht my e of interest to their customers 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 performnce 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 You must provide exmples of when the enefits of using customer service s competitive tool enjoyed y customers re: tngile in tht they cn e mesured intngile in tht they re represented solely y feelings nd perceptions of the customer experience. 5 Your evidence must include exmples of competitive nlysis involving: direct competitors competitors offering sustitute services or products. 6 Your evidence must include exmples of when you hve used customer service ctions s competitive tool to ttrct or mintin: c loyl customers customers returning from competitors new customers. 28 Level 3 NVQ Diplom in Customer Service (4430-03)
Unit 305 Orgnise the promotion of dditionl services or products to customers Level: 3 Credit vlue: 7 NDAQ numer: D/601/1231 Unit im This unit is out expnding nd extending the reltionship with customers y persuding them to mke use of dditionl services nd products tht the lerner cn offer. Services or products will remin vile only if they re used y customers. The unit covers the wy the lerner orgnises customer service to promote dditionl use of their services or products y communicting with customers nd then delivering those services or products effectively. It is lso out monitoring the successes nd filures nd recognising the est wy to pproch customers with dditionl services or products for the future. The lerner needs to show tht they re promoting the services or products y encourging more people to use them. Lerning outcomes There re four lerning outcomes to this unit. The lerner will: 1 Offer dditionl services or products. 2 Orgnise support to promote use of dditionl services or products 3 Monitor the promotion of dditionl services or products 4 Understnd how to orgnise nd promote services or products to customers Guided lerning hours It is recommended tht 47 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 A15 of the Customer Service NOS 2010. 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 2010. Level 3 NVQ Diplom in Customer Service (4430-03) 29
Unit 305 Orgnise the promotion of dditionl services or products to customers Outcome 1: Offer dditionl services or products. 1.1 offer dditionl services or products to customers 1.2 identify the enefits of offering dditionl services or products for customers nd the orgnistion 1.3 explin the fetures nd enefits of dditionl services or products to customers 1.4 identify wys of encourging customers to sk out dditionl services or products Outcome 2: Orgnise support to promote use of dditionl services or products 2.1 discuss with others wys of promoting dditionl services or products to customers 2.2 implement procedures to ensure tht customers interested in dditionl services or products re delt with promptly 2.3 promote services or products which will suit customers ut which re supplied from outside their own re of the orgnistion 2.4 help customers to ccess services or products which re supplied outside of their own re of the orgnistion Outcome 3: Monitor the promotion of dditionl services or products 3.1 devise methods to inform customers out dditionl services or products 3.2 use different methods to inform customers out dditionl services nd products nd record successes nd filures ginst ech method 3.3 use their record of successes nd filures to identify the est pproch for offering dditionl services or products 3.4 shre informtion with others regrding the est pproch to tke when offering dditionl services or products to customers 30 Level 3 NVQ Diplom in Customer Service (4430-03)
Outcome 4: Understnd how to orgnise nd promote services or products to customers 4.1 descrie their orgnistion s procedures nd systems for encourging the use of dditionl services or products 4.2 explin how the use of dditionl services or products will enefit their customers 4.3 descrie the min fctors tht influence customers to use their services or products 4.4 explin how to introduce dditionl services or products to customers outlining their enefits, overcoming reservtions nd greeing to provide the dditionl services or products 4.5 descrie 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. Evidence collected in relistic working environment or work plcement is not permissile for this Unit. Simultion is not llowed for ny performnce 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 You must provide evidence tht you: use greed orgnistionl procedures nd systems crete your own opportunities. 5 Your evidence must show tht you hve: c tken responsiility for your own ctions in promoting services or products used spontneous customer feedck to identify opportunities for promoting services or products used customer feedck tht you hve requested to identify opportunities for promoting services or products 6 Your evidence must include exmples of: existing customers extending their use of your services or products new customers mking use of your services or products. Level 3 NVQ Diplom in Customer Service (4430-03) 31
Unit 306 Build customer service knowledge set Level: 3 Credit vlue: 7 NDAQ numer: K/601/1233 Unit im Effective nd improving customer service my mke use of customer service knowledge set. This informtion se is uilt up continuously s the orgnistion lerns from interction with its customers. A knowledge set my contin wide vriety of informtion out customers nd their trnsctions with the orgnistion. It will, in ny cse, rely on the ctions of the lerner nd their collegues in direct contct with customers to uild nd grow s useful customer service tool. This unit is ll out ctions the lerner tkes to dd to the informtion set nd how they use it to develop the wy they del with customer trnsctions. This unit is for lerner only if their orgnistion hs systemtic nd technology supported pproch to uilding customer informtion set. Lerning outcomes There re three lerning outcomes to this unit. The lerner will: 1 Input detils of customer queries nd requests nd develop responses 2 Use customer service knowledge se 3 Understnd how to uild customer service knowledge set Guided lerning hours It is recommended tht 47 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 A16 of the Customer Service NOS 2010. 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 2010. 32 Level 3 NVQ Diplom in Customer Service (4430-03)
Unit 306 Build customer service knowledge set Outcome 1: Input detils of customer queries nd requests nd develop responses 1.1 identify through ctive listening customer queries nd comments for inclusion in the knowledge set 1.2 clssify informtion collected through customer contct for inclusion in the knowledge set 1.3 identify questions frequently sked y customers 1.4 identify the rod customer service messges of their orgnistion s nswers to frequently sked questions 1.5 work with collegues to develop responses to customer queries nd requests 1.6 contriute ides nd responses to the customer knowledge set which uild on key orgnistionl customer service messges 1.7 check the effects of possile responses included in the knowledge set with customers 1.8 monitor the customer service knowledge set to identify trends nd ptterns Outcome 2: Use customer service knowledge se 2.1 ccess informtion from the customer service knowledge set using specific serch criteri 2.2 rowse the customer service knowledge set to reserch topic of interest or project re 2.3 use the customer service knowledge set to inform the introduction of new product or service vrition 2.4 use the customer service knowledge set to respond to specific customer request or query 2.5 ssist collegue to locte specific informtion in the customer service knowledge set 2.6 dd to the customer service knowledge set s result of deling with customer request or query Outcome 3: Understnd how to uild customer service knowledge set 3.1 explin the structure nd content of their orgnistion s customer service informtion set 3.2 descrie how to input nd updte routines for dding to the customer service knowledge set Level 3 NVQ Diplom in Customer Service (4430-03) 33
3.3 identify wys tht informtion in customer service knowledge set cn e clssified 3.4 identify questions frequently sked y customers of their orgnistion 3.5 explin the importnce of working with collegues to develop responses to customer requests nd queries 3.6 descrie their orgnistion s key messges in reltion to the services or products they re delivering 3.7 identify wys to interpret informtion in customer service knowledge set 3.8 descrie techniques for ssisting collegue to locte informtion in customer service knowledge set 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. There re no dditionl evidence requirements other thn those expressed within the Unit. 34 Level 3 NVQ Diplom in Customer Service (4430-03)
Unit 307 Deliver customer service using service prtnerships Level: 3 Credit vlue: 6 NDAQ numer: H/601/1229 Unit im Excellent customer service relies on temwork. In mny situtions, successful delivery of service to end user customers relies on complete service chin of internl or externl customers nd internl or externl suppliers. For this to work, series of service prtnerships must e formed which will enle the chin to work efficiently nd effectively. This unit is ll out how to work effectively within service chin nd how to develop the links tht cement key reltionships. Effective communiction nd understnding of the roles of different orgnistions, deprtments nd individuls re centrl to this re of the lerner s work. Lerning outcomes There re three lerning outcomes to this unit. The lerner will: 1 Work effectively within customer service chin 2 Build nd nurture positive reltionships in customer service chin 3 Understnd how to deliver customer service using service prtnerships 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 B9 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 2010. Level 3 NVQ Diplom in Customer Service (4430-03) 35
Unit 307 Deliver customer service using service prtnerships Outcome 1: Work effectively within customer service chin 1.1 explin who is involved in the service chin tht supplies their end user customers 1.2 identify which of those involved in their service chin is internl nd which is externl to their orgnistion 1.3 explin how the wy they work with individul service prtners contriutes to n overll service chin 1.4 use the principles nd prctices pplied to externl customers to deliver excellent customer service to internl customers 1.5 work with internl customers nd internl or externl suppliers in the service chin to improve service to externl customers 1.6 communicte effectively with internl customers to ensure tht those customers re wre of ny spects of their work tht might ffect them Outcome 2: Build nd nurture positive reltionships in customer service chin 2.1 crete positive reltionship etween internl or externl suppliers nd customers y estlishing rpport nd showing understnding of everyone s roles in the service chin 2.2 identify where power nd uthority exist within the service chin 2.3 negotite with internl customers nd internl or externl suppliers to estlish service procedures tht re cceptle to ll nd contriute to excellent customer service 2.4 develop positive reltionships with n internl customer or supplier tht re reflected in forml or informl service level greement tht mkes positive contriution to the reltionship 2.5 work with collegues to develop nd mintin wreness tht tem within service chin cnnot work in isoltion 2.6 gree with service prtners how their work will e prioritised if there is conflict of interest etween the demnds of internl nd externl customers 36 Level 3 NVQ Diplom in Customer Service (4430-03)
Outcome 3: Understnd how to deliver customer service using service prtnerships 3.1 descrie the responsiilities nd rights tht cn e uilt into n internl customer/supplier reltionship 3.2 compre the enefits nd drwcks of descriing reltionship in service chin s supplier/customer reltionship or service prtnership 3.3 explin how to estlish priorities if internl customer demnds conflict with externl customer demnds 3.4 descrie how to mintin tem identity whilst working constructively with other tems to deliver excellent customer service 3.5 explin how to negotite successfully with internl customers or suppliers 3.6 evlute the forml nd informl structures of the orgnistion nd how they cn influence reltionships 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 performnce 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 produce 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 service level greement etween service prtners in your evidence my e forml or informl. 5 You must provide exmples of working in service prtnership on occsions when: the service prtners re coopertive the service prtners re un-coopertive. 6 You must include evidence to show tht you hve worked in service prtnership with: regulr or long term suppliers new suppliers. 7 Your evidence must show tht you hve negotited greements with service prtners tht re of enefit to: your orgnistion your service prtner Level 3 NVQ Diplom in Customer Service (4430-03) 37
Unit 308 Orgnise the delivery of relile customer service Level: 3 Credit vlue: 6 NDAQ numer: Y/601/1230 Unit im This unit is out how the lerner delivers nd mintins excellent nd relile customer service The role of the lerner my or my not involve supervisory or mngement responsiilities ut they re expected to tke some responsiility for the resources nd systems they use which support the service tht they give. In the lerner s jo they must e lert to customer rections nd know how they cn e used to improve the service tht they give. In ddition, customer service informtion must e recorded to support relile service. Lerning outcomes There re four lerning outcomes to this unit. The lerner will: 1 Pln nd orgnise the delivery of relile customer service 2 Review nd mintin customer service delivery 3 Use recording systems to mintin relile customer service 4 Understnd how to orgnise the delivery of relile 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 B10 of the Customer Service NOS 2010. 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 2010. 38 Level 3 NVQ Diplom in Customer Service (4430-03)
Unit 308 Orgnise the delivery of relile customer service Outcome 1: Pln nd orgnise the delivery of relile customer service 1.1 pln, prepre nd orgnise everything they need to deliver services or products to different types of customers 1.2 orgnise wht they do to ensure tht they re consistently le to give prompt ttention to your customers 1.3 reorgnise their work to respond to unexpected dditionl worklods Outcome 2: Review nd mintin customer service delivery 2.1 mintin service delivery during very usy periods nd unusully quiet periods 2.2 mintin service delivery when systems, people or resources hve let them down 2.3 consistently meet their customers expecttions 2.4 lnce the time they tke with their customers with the demnds of other customers seeking their ttention 2.5 respond ppropritely to their customers when customers mke comments out the products or services they re offering 2.6 lert others to repeted comments mde y their customers 2.7 tke ction to improve the reliility of their service sed on customer comments 2.8 monitor the ction they hve tken to identify improvements in the service they give to their customers Outcome 3: Use recording systems to mintin relile customer service 3.1 record nd store customer service informtion ccurtely following orgnistionl guidelines 3.2 select nd retrieve customer service informtion tht is relevnt, sufficient nd in n pproprite formt 3.3 quickly locte informtion tht will help solve customer s query 3.4 supply ccurte customer service informtion to others using the most pproprite method of communiction Level 3 NVQ Diplom in Customer Service (4430-03) 39
Outcome 4: Understnd how to orgnise the delivery of relile customer service 4.1 descrie orgnistionl procedures for unexpected situtions nd their role within them 4.2 descrie resource implictions in times of stff sickness nd holidy periods nd their responsiility t these times 4.3 explin the importnce of hving relile nd fst informtion for their customers nd their orgnistion 4.4 evlute the orgnistionl procedures nd systems for delivering customer service 4.5 identify useful customer feedck nd explin how to decide which feedck should e cted on 4.6 descrie how to communicte feedck from customers to others 4.7 evlute the orgnistionl procedures nd systems for recording, storing, retrieving nd supplying customer service informtion 4.8 explin the legl nd regultory requirements regrding the storge of 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. Evidence collected in relistic working environment or work plcement is not permissile for this Unit. Simultion is not llowed for ny performnce 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 You need to include evidence tht you hve delt with vriety of customers including: c d customers who re esy to del with customers who re difficult to del with existing customers new customers. 5 Your evidence must show tht you hve: c tken responsiility for your own ctions in the delivery of customer service used spontneous customer feedck to improve customer service used customer feedck tht you hve requested to improve customer service 6 The system you use for recording dt cn e mnul or electronic. 40 Level 3 NVQ Diplom in Customer Service (4430-03)
Unit 309 Improve the customer reltionship Level: 3 Credit vlue: 7 NDAQ numer: H/601/1232 Unit im To improve reltionships with their customers, lerners need to deliver consistent nd relile customer service. In ddition, customers need to feel tht the lerner genuinely wnts to give them high levels of service nd tht the lerner mkes every possile effort to meet or exceed their expecttions. This encourges loylty from externl customers or longer-term service prtnerships with internl customers. The lerner needs to e proctive in their delings with their customers nd to respond professionlly in ll situtions. The lerner needs to negotite etween their customers nd their orgnistion or deprtment in order to find some wy of meeting their customers expecttions. In ddition the lerner needs to mke extr efforts to delight their customers y exceeding customer service expecttions. Lerning outcomes There re four lerning outcomes to this unit. The lerner will: 1 Improve communiction with their customers 2 Blnce the needs of their customer nd their orgnistion 3 Exceed customer expecttions to develop the reltionship 4 Understnd how to improve the customer reltionship Guided lerning hours It is recommended tht 47 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 B11 of the Customer Service NOS 2010. 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 2010. Level 3 NVQ Diplom in Customer Service (4430-03) 41
Unit 309 Improve the customer reltionship Outcome 1: Improve communiction with their customers 1.1 select nd use the est method of communiction to meet their customers expecttions 1.2 tke the inititive to contct their customers to updte them when things re not going to pln or when they require further informtion 1.3 dpt their communiction to respond to individul customers feelings Outcome 2: Blnce the needs of their customer nd their orgnistion 2.1 meet their customers expecttions within their orgnistion s service offer 2.2 explin the resons to their customers sensitively nd positively when customer expecttions cnnot e met 2.3 identify lterntive solutions for their customers either within or outside the orgnistion 2.4 identify the costs nd enefits of these solutions to their orgnistion nd to their customers 2.5 negotite nd gree solutions with their customers which stisfy them nd re cceptle to their orgnistion 2.6 tke ction to stisfy their customers with the greed solution when lncing customer needs with those of their orgnistion Outcome 3: Exceed customer expecttions to develop the reltionship 3.1 mke extr efforts to improve their reltionship with their customers 3.2 recognise opportunities to exceed their customers expecttions 3.3 tke ction to exceed their customers expecttions within the limits of their own uthority 3.4 gin the help nd support of others to exceed their customers expecttions Outcome 4: Understnd how to improve the customer reltionship 4.1 descrie how to mke est use of the method of communiction chosen for deling with their customers 42 Level 3 NVQ Diplom in Customer Service (4430-03)
4.2 explin how to negotite effectively with their customers 4.3 explin how to ssess the costs nd enefits to their customers nd their orgnistion of ny unusul greement they mke 4.4 explin the importnce of customer loylty nd/or improved internl customer reltionships to their orgnistion 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 performnce 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 Your evidence must include exmples of using: orgnistionl procedures exceptions to stndrd prctice tht re legl nd enefit your orgnistion. 5 You need to provide evidence tht you hve delt with customers who: c hve different needs nd expecttions pper ngry or confused ehve unusully. Level 3 NVQ Diplom in Customer Service (4430-03) 43
Unit 310 Monitor nd solve customer service prolems Level: 3 Credit vlue: 6 NDAQ numer: J/601/1515 Unit im The lerner s jo involves delivering nd orgnising excellent customer service. However good the service provided, some of their customers will experience prolems nd the lerner will spot nd solve other prolems efore their customers even know out them. This Unit is out the prt of their jo tht involves solving immedite customer service prolems. It is lso out chnging systems to void repeted customer service prolems. Rememer tht some customers judge the qulity of their customer service y the wy tht the lerner solves customer service prolems. The lerner cn impress customers nd uild customer loylty y sorting out those prolems efficiently nd effectively. Sometimes customer service prolem presents n opportunity to impress customer in wy tht would not hve een possile if everything hd gone smoothly. Lerning outcomes There re four lerning outcomes to this unit. The lerner will: 1 Solve immedite customer service prolems 2 Identify repeted customer service prolems nd options for solving them 3 Tke ction to void the repetition of customer service prolems 4 Understnd how to monitor nd solve customer service prolems 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 C5 of the Customer Service NOS 2010. 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 2010. 44 Level 3 NVQ Diplom in Customer Service (4430-03)
Unit 310 Monitor nd solve customer service prolems Outcome 1: Solve immedite customer service prolems 1.1 respond positively to customer service prolems following orgnistionl guidelines 1.2 solve customer service prolems when they hve sufficient uthority 1.3 work with others to solve customer service prolems 1.4 keep customers informed of the ctions eing tken 1.5 check with customers tht they re comfortle with the ctions eing tken 1.6 solve prolems with service systems nd procedures tht might ffect customers efore customers ecome wre of them 1.7 inform mngers nd collegues of the steps tken to solve specific prolems Outcome 2: Identify repeted customer service prolems nd options for solving them 2.1 identify repeted customer service prolems 2.2 identify the options for deling with repeted customer service prolem nd consider the dvntges nd disdvntges of ech option 2.3 work with others to select the est option for solving repeted customer service prolem, lncing customer expecttions with the needs of the orgnistion Outcome 3: Tke ction to void the repetition of customer service prolems 3.1 otin the pprovl of someody with sufficient uthority to chnge orgnistionl guidelines in order to reduce the chnce of prolem eing repeted 3.2 ction their greed solution 3.3 keep their customers informed in positive nd cler mnner of steps eing tken to solve ny service prolems 3.4 monitor the chnges they hve mde nd djust them if pproprite Level 3 NVQ Diplom in Customer Service (4430-03) 45