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Unit:Customer Service Skills L2 CV3Ofqual Unit Reference Number:M/600/3246Unit Review Date:31/07/2017LEARNING OUTCOMESASSESSMENT CRITERIAEVIDENCE LOCATION The learner will:The learner can:Understand the principles of customer serviceDescribe the principles of customer serviceUnderstand the benefits of good customer serviceDescribe examples of good practice in customer serviceDescribe how good customer service promotes customers’ confidence in the organisationDescribe why good customer service is important for an organisationUnderstand the possible consequences of poor customer serviceDescribe how poor customer service can impact on:(a) customers;(b) the organisation itself(c) staffDescribe the effects of poor customer service on an organisation’s reputationUnderstand the value of first impressionsDescribe why it is important to make a good, first impressionComment on ways of creating a positive first impression when communicating, for example face-to-face, in writing, etcUnderstand positive verbal and non-verbal interaction with customersDescribe with examples what is meant by non-verbal communicationDescribe appropriate and inappropriate ways of communicating verbally with customersDescribe ways in which non-verbal communication can be used positively to support face-to-face communicationUnderstand the importance of respect for the individual in relation to good customer serviceDescribe the importance of maintaining customer confidentialityDescribe the factors that need to be taken into account to maintain customer confidentialityDescribe ways of respecting individual customer needs from a diversity of cultures and backgroundsAssessment RequirementsLearning Outcome 1Principles: the principles of customer service can be outlined broadly, in terms of respecting the customer, making the customer feel welcome etc.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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