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Unit:Customer Service E3 CV3Ofqual Unit Reference Number:H/504/8285Unit Review Date:28/02/2018LEARNING OUTCOMESASSESSMENT CRITERIAEVIDENCE LOCATION The learner will:The learner can:Know about good customer serviceGive examples of good practice in customer serviceList reasons why good customer service is important for an organisationKnow about the possible consequences of poor customer serviceGive an example of how poor customer service can affect: (a) customers (b) the organisation (c) staffState how to report a complaint made by a customerKnow about the value of first impressionsGive examples of how to make a good impression with customers/clients: (a) face to face (b) on the telephoneState why it is important to make a good first impressionKnow about positive verbal and non-verbal interaction with customers/clientsDemonstrate ways of communicating with customers verballyGive examples of positive non-verbal communicationShow how non-verbal communication can be used positively in a face-to-face situationKnow the importance of respect for the individual in giving good customer service 5.1. State why it is important to maintain customer confidentiality5.2. State why it is important to respect the needs of customers from different cultures and backgroundsAssessment RequirementsLearning Outcome 44.1 Ways of communicating: must be positive and appropriate.Evidence RequirementsEvidence of practical ability must be demonstrated.Final Tutor Feedback (Strengths and Areas for Improvement):Learner Submission DisclaimerI declare that this is an original piece of work and that all of the work is my own unless referenced.Assessor Disclaimer I confirm that this learner’s work fully meets all the assessment criteria listed above at the correct level and that any specified evidence requirements have been addressed.AssessorLearnerDate ................
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