Developing and improving the customer service process

Transcription

1 Developing and improving the customer service process UV30645 F/600/0660 Learner name: VRQ 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 UV30645 Developing and improving the customer service process It is the aim of this unit to develop your understanding of how customer feedback can improve the customer service process. You will also explore the process of promoting products and services and the importance of effective teamwork and the monitoring of customer service performance. UV30645_v3

4 Level 3 Credit value 7 GLH 55 Observation(s) 0 External paper(s) 0

5 Developing and improving the customer service process Learning outcomes On completion of this unit you will: 1. Explain how customer feedback can improve the customer service process 2. Describe the process of promoting products and services 3. Explain the importance of effective teamwork and the monitoring of performance Evidence requirements 1. Knowledge outcomes There must be evidence that you possess all the knowledge and understanding listed in the Knowledge section of this unit. This evidence may include projects, assignments, case studies, reflective accounts, oral/written questioning and/or other forms of evidence. 2. Tutor/Assessor guidance You will be guided by your tutor/assessor on how to achieve learning outcomes. All outcomes must be achieved. 3. External paper There is no external paper requirement for this unit. UV

6 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 4 UV30645

7 Knowledge Outcome 1 Explain how customer feedback can improve the customer service process You can: Portfolio reference a. Describe the benefits of evaluating the customer service experience b. Describe and compare a range of techniques used in monitoring customer service delivery c. Design a method of obtaining customer feedback d. Explain how the outcome of an organisational SWOT analysis can be used to promote a cycle of continuous improvement e. Explain the techniques used to monitor and review the impact of any changes introduced in an organisation to customers, employees and the organisation UV

8 Outcome 2 Describe the process of promoting products and services You can: Portfolio reference a. Explain how Unique Selling Points (USP) can influence the customer choice of products and services b. Define what a Unique Service Offer (USO) is and how it is used to differentiate service offers from that of competitors c. Explain how organisations promote their products and services d. Describe how cost benefit analysis would influence the method used to promote a product or service e. Describe the importance of evaluating promotions 6 UV30645

9 Outcome 3 Explain the importance of effective teamwork and the monitoring of performance You can: Portfolio reference a. Identify different communication techniques used when managing a team b. Describe the inter-personal skills required for effective team working c. Explain the importance of effective service partnerships for the delivery of excellent customer service d. Explain the dynamics of team working e. Explain why it is import to agree set goals with team members f. Explain the methods used by organisations to set levels of customer service performance g. Identify methods for monitoring the performance of individual and teams h. Explain how team members can self assess and develop their customer service skills and knowledge i. Complete a personal development plan UV

10 Notes Use this area for making notes and drawing diagrams 8 UV30645