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Develop customer relationships

Reference
T/601/1526
Level
Level 2
Credit Value
6
Guided Learning Hours
40
 
Aim
The aim of this unit is to illustrate the skills, knowledge and understanding required to confirm competence in Develop customer relationships within the relevant sector of industry.


Learning Outcomes Assessment Criteria
The Learner Will The Learner Can
1 Build their customer's confidence that the service they give will be excellent
  • 1.1 - Show that they behave assertively and professionally with customers
  • 1.2 - Allocate the time they take to deal with their customer following organisational guidelines
  • 1.3 - Reassure their customer that they are doing everything possible to keep the service promises made by the organisation
2 Meet the expectations of their customers
  • 2.1 - Recognise when there may be a conflict between their customer's expectations and your organisation's service offer
  • 2.2 - Balance their customer's expectations with their organisation's service offer by offering an alternative or explaining the limits of the service offer
  • 2.3 - Work effectively with others to resolve any difficulties in meeting their customer's expectations
3 Develop the long-term relationship between their customer and their organisation
  • 3.1 - Give additional help and information to their customer in response to customer questions and comments about their organisation's services or products
  • 3.2 - Discuss expectations with their customer and explain how these compare with their organisation's services or products
  • 3.3 - Advise others of feedback received from their customer
  • 3.4 - Identify new ways of helping customers based on the feedback customers have given them
  • 3.5 - Identify added value that their organisation could offer to long-term customers
4 Know how to develop customer relationships
  • 4.1 - Describe their organisation's services or products
  • 4.2 - Explain the importance of customer retention
  • 4.3 - Explain how their own behaviour affects the behaviour of the customer
  • 4.4 - Describe how to behave assertively and professionally with customers
  • 4.5 - Describe how to defuse potentially stressful situations
  • 4.6 - Identify the limitations of their organisation's service offer
  • 4.7 - Compare how customer expectations may change as the customer deals with their organisation
  • 4.8 - Identify the cost and resource implications of an extension of the service offer to meet or exceed customer expectations
  • 4.9 - Explain the cost implications of bringing in new customers as opposed to retaining existing customers
  • 4.10 - Identify who to refer to when considering any variation to their organisation's service offer
Assessment guidance and/or requirements
The assessment and quality assurance requirement for this unit provides evidence towards A and V units.

Qualifications offering this unit

Reference Title Sector Level