Recognise and deal with customer queries, requests and problems M/601/1508 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)
Recognise and deal with customer queries, requests and problems Unit No matter Description how good you are at providing consistent and reliable customer service, some of your customers will from time to time expect more. They can signal this in various ways and when they do you must know how to handle it. Sometimes customers ask different questions and request special treatment. You may be able to help them yourself and you certainly need to know who to ask for help if necessary. Some customers may be dissatisfied with the service and may present a problem. Your job is to recognise that there is a problem and make sure that the appropriate person deals with it. _v3
NOS C1 Level 1 Credit value 5 GLH 33 Observations 1 External paper(s) 0
Recognise and deal with customer queries, requests and problems Learning outcomes On completion of this unit you will: 1. Be able to recognise and deal with customer queries and requests 2. Be able to recognise and deal with customer problems 3. Know how to recognise and deal with customer queries, requests and problems Evidence requirements 1. Wherever possible your evidence should be based on a real job, whether paid or voluntary, and when dealing with real customers, whether internal or external to the organisation. However, for this unit, evidence based on a realistic working environment or a work placement is permissible. Simulation is also allowed for evidence within this unit but ideally this should be based on either previous or existing experience from a work placement, a realistic working environment or real work. (Guidelines for the assessment of Simulated Activities and a Realistic Working Environment can be found in the Assessment Strategy for Customer Service S/NVQs at Levels 1,2,3 and 4 February 2010.) 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. Your evidence must include examples of problems which are: brought to your attention by customers identified first by you and/or by your colleagues. 5. The problems included in your evidence must include examples of: a difference between customer expectations and what is offered by your organisation a problem resulting from a system or procedure failure. 6. There is no external paper requirement for this unit. 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 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
Observations Outcome 1 Be able to recognise and deal with customer queries and requests You can: Competent performance observed (assessor initials) Portfolio reference a. Deal with queries and requests from customers in a positive and professional way b. Seek information or help from a colleague if you cannot answer your customer s query or request c. Obtain help from a colleague if you are not able to deal with your customer s request d. Always tell your customer what is happening Date outcome achieved Learner signature Assessor initials 5
Outcome 2 Be able to recognise and deal with customer problems You can: Competent performance observed (assessor initials) Portfolio reference a. Recognise when something is a problem from the customer s point of view b. Avoid saying or doing anything which may make the problem worse c. Deal with a difficult customer calmly and confidently d. Recognise when to pass a problem on to an appropriate colleague e. Pass the problem on to your colleague with the appropriate information f. Check that the customer knows what is happening Date outcome achieved Learner signature Assessor initials 6
Range Your portfolio must include: Examples of problems which are Portfolio reference brought to your attention by customers identified first by you and/or by your colleagues Examples of Portfolio reference a difference between customer expectations and what is offered by your organisation a problem resulting from a system or procedure failure 7
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
Knowledge Outcome 3 Know how to recognise and deal with customer queries, requests and problems You can: Portfolio reference / Assessor initials* a. List who in the organisation is able to give help and information b. State the limits of what you are allowed to do c. Identify what professional behaviour is d. Describe how to speak to people who are dissatisfied e. Describe how to deal with difficult people f. State what customers normally expect g. Identify how to recognise a problem from what a customer says or does h. Describe what kinds of behaviours/actions would make situations worse i. List the organisational procedures you must follow when you deal with problems or complaints j. Identify the types of behaviour that may make a problem worse * Assessor initials to be inserted if orally questioned. 9