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Providing and Monitoring Construction-related Customer Service in the Workplace

Reference
F/600/7558
Level
Level 5
Credit Value
8
Guided Learning Hours
30
Grading Type
Pass/Fail
Aim
The aim of this unit is to illustrate the skills, knowledge and understanding required to confirm competence in providing and monitoring construction-related customer service in the workplace within the relevant sector of industry.


Learning Outcomes Assessment Criteria
The Learner Will The Learner Can
1 Identify and use current legislation and official guidance to implement systems or procedures that will deliver and improve customer service.
  • 1.1 - Apply at least four of the following to customer service systems or procedures:- current legislation
    - official guidance
    - organisational procedures
    - specifications
    - drawing
    - instructions and variations
    - feedback processes
  • 1.2 - Seek ways of improving customer service whilst implementing customer service systems and procedures.
  • 1.3 - Describe ways that current legislation and official guidance relevant to customer service can be identified.
  • 1.4 - Explain how identified information can be used for implementing customer service systems or procedures.
  • 1.5 - Explain methods that can effectively deliver and improve customer service.
2 Prepare to deal with customers in order to give consistent and reliable service.
  • 2.1 - Examine current customer procedures and systems to identify if they provide consistent customer service.
  • 2.2 - Implement and use systems or procedures that will provide reliable and consistent service that promotes customer's confidence.
  • 2.3 - Explain methods that can provide consistent levels of customer service.
  • 2.4 - Explain how systems or procedures can be used effectively to provide a reliable level of customer service.
3 Work with others to resolve customer problems, communicate with customers and check that they are satisfied with the actions taken.
  • 3.1 - Identify and find solutions to construction-based customer problems.
  • 3.2 - Communicate with customers whilst resolving problems using at least two of the following mediums:
    - electronic
    - verbal
    - written
    - via a second person
    - feedback documents
    - group meetings
  • 3.3 - Undertake at least two of the following actions that will ensure that customers are satisfied that problems are or will be solved:
    - corrective
    - referral
    - investigative
    - reactive
    - proactive
  • 3.4 - Explain how best to work with others which can resolve customer service problems.
  • 3.5 - Describe different methods and techniques of communicating and dealing with customers.
  • 3.6 - Explain what checks can be undertaken to ensure that customers are satisfied with actions taken.
4 Solve problems within existing systems or procedures that may affect customers before the customer becomes aware of them.
  • 4.1 - Investigate and/or collate information on current customer procedures and systems to identify potential or repeat customer service problems.
  • 4.2 - Apply rectification measures to procedures and systems to eliminate or reduce identified potential customer problems.
  • 4.3 - Describe ways that problems can be identified within existing systems or procedures that may affect customers.
  • 4.4 - Explain how and why problems in systems or procedures should be solved before customers become aware of them.
5 Confirm that the service given meets the customer's needs and expectations.
  • 5.1 - Identify the level of service expected by construction-related customers.
  • 5.2 - Communicate with customers to check that service given has met their needs and expectations.
  • 5.3 - Explain ways of checking that customers are satisfied with the given level of service.
6 Inform the people responsible about changes to customer service systems or procedures that will reduce the chance of problems being repeated.
  • 6.1 - Identify repeat problems in customer service, and amend customer service systems or procedures to minimise chances of problems being repeated.
  • 6.2 - Communicate with at least two of the following people responsible to inform them that systems or procedures have been amended:
    - the client, the customer or their representative
    - contractors
    - consultants
    - sub-contractors
    - suppliers
    - workforce
    - internal management
  • 6.3 - Explain the measures that could be taken to identify repeat problems with customer service.
  • 6.4 - Explain methods that allow changes to customer service systems or procedures which can reduce the chance of problems being repeated.
  • 6.5 - Describe how to effectively inform people responsible about amendments to systems or procedures.
7 Share information with people responsible to maintain and improve standards of service delivery.
  • 7.1 - Inform and/or pass collated information that will maintain and improve standards of service delivery.
  • 7.2 - Describe ways that standards of service delivery can be maintained and improved.
  • 7.3 - Explain how information with people responsible could be effectively shared in order to maintain and improve standards of service delivery.
Assessment guidance and/or requirements
This unit must be assessed in a work environment, in accordance with the ConstructionSkills‘ Consolidated Assessment Strategy for Construction and the Built Environment.
Assessors for this unit must have verifiable, current industry experience and a sufficient depth of relevant occupational expertise and knowledge, and must use a combination of assessment methods as defined in the Consolidated Assessment Strategy.
Workplace evidence of skills cannot be simulated.