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Deliver reliable customer service

Reference
J/601/1210
Level
Level 2
Credit Value
5
Guided Learning Hours
33
Grading Type
Pass/Fail


Learning Outcomes Assessment Criteria
The Learner Will The Learner Can
1

Prepare to deal with customers

  • 1.1 - Keep their knowledge of their organisation's services or products up-to-date
  • 1.2 - Ensure that the area they work in is tidy, safe and organised efficiently
  • 1.3 - Prepare and arrange everything they need to deal with customers before their shift or period of work commences
2

Give consistent service to customers

  • 2.1 - Make realistic customer service promises to customers
  • 2.2 - Ensure that their promises balance the needs of their customers and their organisation
  • 2.3 - Keep their promises to customers
  • 2.4 - Inform their customers if they cannot keep their promises due to unforeseen circumstances
  • 2.5 - Recognise when their customers' needs or expectations have changed and adapt their service to meet the new requirements
  • 2.6 - Keep their customers informed if delivery of the service needs to involve passing them on to another person or organisation
3 check customer service delivery
  • 3.1 - Check that the service they have given meets their customers' needs and expectations
  • 3.2 - Identify when they could have given better service to customers and how their service could have been improved
  • 3.3 - Share information with colleagues and service partners to maintain and improve their standards of service delivery.
4 know how to deliver reliable customer service
  • 4.1 - Describe their organisation's services or products
  • 4.2 - Explain their organisation's procedures and systems for delivering customer service
  • 4.3 - Describe methods or systems for measuring an organisation's effectiveness in delivering customer service
  • 4.4 - Explain their organisation's procedures and systems for checking service delivery
  • 4.5 - Explain their organisation's requirements for health and safety in their area of work
Assessment guidance and/or requirements
Specified in the Customer Service Assessment Strategy 2010

Qualifications offering this unit

Reference Title Sector Level