This unit (K/505/4198) can be used as a standalone course or as a contribution to the following qualifications:
- NCFE Level 1 Award in Exploring Occupational Studies for the Workplace (601/1086/7)
- NCFE Level 1 Award in Occupational Studies for the Workplace (601/1087/9)
- NCFE Level 1 Certificate in Occupational Studies for the Workplace (601/1088/0)
- NCFE Level 1 Diploma in Occupational Studies for the Workplace (601/1089/2)
Learners will understand the consequences of good and poor customer service skills and their role when dealing with customer complaints. Each learning outcome in this interactive unit is broken down into topics which cover the assessment criteria.
Learning outcome 1: Understand the benefits to the organisation of good customer service.
- 1.1 Identify examples of good practice in customer service.
- 1.2 Outline reasons why good customer service is important for an organisation.
Learning outcome 2: Understand the possible consequences of poor customer service.
- 2.1 Give examples of how poor customer service can impact customers, the organisation, staff
- 2.2 Outline how poor customer service can have an impact on the reputation of an organisation.
Learning outcome 3: Understand the value of first impressions.
- 3.1 Indicate why it is important to make a good impression
- 3.2 Outline ways of creating a positive first impression when communicating face to face, on the telephone and in writing.
Learning outcome 4: Understand positive verbal and non-verbal interactions with customers.
- 4.1 Identify appropriate and inappropriate ways of communicating verbally with customers in common situations.
- 4.2 Give examples of types of non-verbal communication.
- 4.3 Demonstrate ways non-verbal communication can be used positively to support face-to-face communication.
Learning outcome 5: Understand that respect for the individual is at the heart of good customer service.
- 5.1 Outline why it is important to maintain customer confidentiality.
- 5.2 Outline how to respect individual customer needs from a diversity of cultures and backgrounds.
Learning outcome 6: Understand your role in dealing with complaints from customers.
- 6.1 Outline the types of workplace situations in which complaints are commonly made by customers.
- 6.2 Identify appropriate people that need to be informed in response to a complaint made by a customer.
- 6.3 Identify the details that need to be recorded of a complaint by a customer.
- 6.4 Give examples of positive ways of dealing with complaints made by customers.
Once purchased, you will have access to this unit for 1 year.