The purpose of this award is to equip the learner with the knowledge,skill and competence to provide effective customer service within a work, social or voluntary environment, operating independently while under general supervision.
Skills Demonstration 50%
Portfolio / Collection of Work - 50%
Produce a report, based on an investigation on customer service skills, logging both the customer and the customer service representatives behaviour, over a period of an hour.
Conducted on Day 3, consists of learners being required to answer 2 out of 3 questions over one hour.
Learners will have an opportunity to be assessed on a range of customer contact skills.
On completion of the programme, participants will:
Examine the principles of customer service within a range of environments
Identify the key features of good customer service, to include distinguishing between different kinds of customers, making a good first impression, meeting customer needs, catering for diversity and disability, understanding and responding to customer perceptions
Explain the standards or rating system by which customer service is developed and measured in an industry-specific area
Identify, for a vocationally-specific area, key elements of consumer legislation and the functions of associated regulatory organisations providing customer protection, representation and redress
Explain how customer service enhances organisational effectiveness and success, to include practical examples of organisations with good customer care
Describe how customer perceptions can be influenced, to include elements such as the physical environment, printed materials, the personal presentation and conduct of a customer contact person
Apply the personal skills, qualities and attitudes required to perform effectively when dealing with customers, to include active listening skills, positive body language and observation of customer behaviour
Use appropriate communication technologies to include, telephone, audio visual, conferencing,email and other interactive media in a range of customer service situations
Demonstrate team or group work in providing customer care, to include allocation of roles and responsibilities, good communication and feedback, awareness of personal strengths and
weaknesses when dealing with customers.
5N0972: Customer Service