Managing the delivery of customer service

Transcription

1 Managing the delivery of customer service UV31334 M/602/0418 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 UV31334 Managing the delivery of customer service The aim of this unit is to develop the knowledge and understanding required to manage the delivery of customer service. You will learn how to monitor and improve customer service. UV31334_v6

4 Level 3 Credit value 3 GLH 30 Observation(s) 0 External paper(s) 0

5 Managing the delivery of customer service Learning outcomes On completion of this unit you will: 1. Know how to manage the delivery of customer service 2. Understand how to improve the customer experience 3. Understand how to improve customer service delivery 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. You are encouraged to produce evidence which is applied to realistic work environments either your own or one of your choice. 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 in this unit. 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*: Projects Observed work Witness statements Audio-visual media Evidence of prior learning or attainment Written questions Oral questions Assignments Case studies Professional discussion Where applicable your assessor will integrate knowledge outcomes into practical observations through professional discussion and/or oral questioning. When a criterion has been orally questioned and achieved, your assessor will record this evidence in written form or by other appropriate means. There is no need for you to produce additional evidence as this criterion has already been achieved. Some knowledge and understanding outcomes may require you to show that you know and understand how to do something. If you have practical evidence from your own work that meets knowledge criteria, then there is no requirement for you to be questioned again on the same topic. *This is not an exhaustive list. 4 UV31334

7 Knowledge Learning outcome 1 Know how to manage the delivery of customer service You can: Portfolio reference a. Define customer service b. Describe ways of managing the delivery of customer service UV

8 Learning outcome 2 Understand how to improve the customer experience You can: Portfolio reference a. Describe ways to meet the needs and expectations of different types of customer b. Analyse how legislation affects customer service delivery c. Compare ways of improving the customer experience 6 UV31334

9 Learning outcome 3 Understand how to improve customer service delivery You can: Portfolio reference a. Compare ways of monitoring customer service b. Analyse ways of evaluating customer service c. Describe the importance of making improvements to customer service processes UV

10 Unit content This section provides guidance on the recommended knowledge and skills required to enable you to achieve each of the learning outcomes in this unit. Your tutor/assessor will ensure you have the opportunity to cover all of the unit content. Learning outcome 1: Know how to manage the delivery of customer service Customer service: Definition, the customer service network, the role of the Institute of Customer Service. Delivery of customer service: Providing customer service, providing reliable and consistent service, delivering excellent service, standards of service, customer service and teamwork, benchmarking against standards, the purpose of policies and procedures. Learning outcome 2: Understand how to improve the customer experience Needs and expectations: Internal and external customers, types of customer, customer requirements, meeting specific customer needs, first impressions, effective communication, dealing with questions and comments, building customer relationships, customer loyalty. Legislation: Consumer legislation, regulations and acts (consumer protection legislation, sale of goods legislation, trade descriptions acts, data protection legislation, equality acts, health and safety at work legislation, distance selling regulations), legislative affects on customer service. Improving customer experience: Customer care, level of service, satisfaction factors, quality of service, good customer service provision, reliability, value for money, improving customer service. Learning outcome 3: Understand how to improve customer service delivery Monitoring: Methods for monitoring and measuring customer satisfaction, importance of monitoring. Evaluation: Evaluation of performance (repeat and retention of customers, new customers, level of complaints/ compliments), ways of evaluating customer service. Improving customer service: Importance of improving customer service, techniques for gathering feedback for improvement, techniques for customer research, gathering and analysing information from customers and colleagues, customer research techniques, balancing customer satisfaction with the cost of providing service. 8 UV31334