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22860-1619254813935-1587503223260-1543051604010-158115Edexcel BTEC Level 1Award in Customer ServiceUnit 1: Dealing with Customers and Their ExpectationsAssignment 122860484505473773548768031756354921251594485488315ContentsIndexPage NoLearner details*3Learner tracker*3Learner declaration*3Aim and purpose4Unit introduction4Delivery4Assessment4Learning outcomes 5Assessment and grading criteria5Unit contents6Assignment brief7Task 18Task 29* Must be submitted with learner’s evidence.Assignment 1 - Unit 1: Dealing with Customers and Their ExpectationsLearner Name:Assessor Name:Issue Date:Deadline Date:Submission Date:Learner TrackerAssignment 1Assessment CriteriaCompletedGradeTask 1Task 2Learner DeclarationThe learner declaration must be attached to the completed portfolio of evidence.Learner Name:I declare that the work contained in this portfolio of evidence is all my own work.Learner Signed:Date: I declare that the work contained in this portfolio of evidence is all the work of the above learner.Assessor Name:Assessor Signed:Date: Assignment 1 - Unit 1: Dealing with Customers and Their ExpectationsUnit code: H/503/0532QCF Level 1: BTEC SpecialistCredit value: 3Guided learning hours: 18Unit aimIn this unit learners will develop knowledge of the expectations of different customers and understanding of how to ensure effective delivery of customer service.Unit introductionThis unit is designed to introduce the basic customer service skills required at level 1.Learners will develop knowledge of the different types of external and internal customers and their expectations. Learners will also learn about the different sources of information required to provide effective customer service and about appropriate behaviour towards customers.DeliveryThe unit could be delivered in the workplace or under simulated conditions.Centres could involve guest speakers from the customer service sector in delivering the unit. Visits to customer service providers could also be incorporated in delivery.AssessmentEvidence for this unit could be gathered through a set of assignments and role plays. Evidence can be supported with discussions and visits to commercial organisations.Essential resourcesTextbooksCarlaw P and Deming VK – The Big Book of Customer Service Training Games(McGraw Hill, 2007) (McGraw Hill, 2007) ISBN 9780077114763Leland K and Bailey K – Customer Service for Dummies (John Wiley & Sons, 2006) ISBN 780471768692Timm P – Customer Service: Career Success Through Customer Loyalty (Prentice Hall, 2010) ISBN 9780135063972JournalCustomerfirst magazine (Institute of Customer Service)WebsiteCouncil for Administration cfa.co.ukLearning outcomes and assessment criteriaIn order to pass this unit, the evidence that the learner presents for assessment needs to demonstrate that they can meet all the learning outcomes for the unit. The assessment criteriadetermine the standard required to achieve the unit.On completion of this unit a learner should:Learning outcomesAssessment criteria1 Know expectations of different customers.Identify different types of external customers.1.2 Identify different types of internalCustomers.1.3 Describe expectations of internaland external customers.1.4 Describe the connection betweencustomer expectations and customer satisfaction in customer service.2 Understand how to ensure effectivedelivery of customer service2.1 Explain why knowledge of an organisation’s products and services is important in ensuringeffective customer service.2.2 Identify different sources of information on an organisation’s products and services.2.3 Describe types of communication used when delivering effective customer service.2.4 Describe how the behaviour of customer service practitioners affects customers’ experiences.2.5 Explain how teamwork can ensure effective customer service.Unit content1 Know expectations of different customersExternal customers: external customers eg existing, new, individuals, groups, business people, non-English speaking, different ages, different cultures, gender, families, those with special needs (visual, hearing, mobility impairments)Internal customers: internal customers eg colleagues, supervisors, warehouse staff, suppliers, agents of the organisation, teams.Expectations of different customers: identifying customer needs; providing value for money; providing quality; providing accurate and reliable information and advice; providing assistance and help; safe environment eg health and safety, security.What annoys customers: unable to meet expectations; unable to deliver on promises; lack of communication; rude staff; lack of care; not offering an explanation.Connection: service in line with the reputation of the organisation; customers’ expectations of quality, customers’ expectations of value.2 Understand how to ensure effective delivery of customer serviceImportance of knowledge of an organisation’s products and services: professionalism; meeting customer expectations; effect on reputation; effect on business; possible legal implications of giving incorrect information.Sources of information: brochures; leaflets; electronic eg intranet, internet, web pages; colleagues eg managers, supervisors; customers; trade organisations.Types of communication: non-verbal behaviour eg smiling, making eye contact, looking at customer, open body language, facial expression; spoken language eg appropriate greeting, speaking clearly, tone of voice, volume, speaking to people who do not have English as a first language.Impact: effect of business eg customer goes to competitors, customer tells others; effect on profit; effect on reputation.Teamwork: meeting customer expectations by working together; supporting each other; using expertise/experience of other team members; using different skills within the team.Assignment briefThis assignment comprises of all the assessment requirements for the completion of unit 1: Dealing with Customers and Their ExpectationsThis assignment is made up of 1 scenario and 2 tasks. You MUST complete both tasks successfully to gain full unit accreditation. Time allowanceThe recommended time allowance for this assignment is 18 guided learning hours. This will give you 9 hours per task.Health and safety You are responsible for maintaining the safety of others as well as yourself. You are asked to work safely at all times. You will not be allowed to continue with this assignment if you compromise any of the Health and Safety requirements. EvidenceAll evidence MUST be of your own work and signed by you and your assessor. It is good practice to submit research evidence to support your own work.Evidence requirements listTaskEvidenceAssessment Criteria1Word document1.2 /1.2/1.3/1.42Hand-out or leaflet2.1/2.2/2.3/2.4/2.5Assignment 1 - Unit 1: Dealing with Customers and Their ExpectationsScenario As part of your course, your tutor will ask you to put together some documents showing your knowledge of the different types of external and internal customers and their expectations. You will also explore different sources of information required for providing effective customer service and appropriate behaviour towards customers.Task 1 When working with the public, it is so important to understand the expectations of different customers. For the benefit of new staff, create a Word document which can be shown to them on induction. Be sure to include the following 4 points: Identify different types of external customers e.g existing, new, individuals, groups, business people, non-English speaking, different ages, different cultures, gender, families, those with special needs (visual, hearing, mobility impairments)Identify different types of internal Customers e.g colleagues, supervisors, warehouse staff, suppliers, agents of the organisation, teams.Describe expectations of internal and external customers e.g identifying customer needs; providing value for money, providing quality, providing accurate and reliable information and advice, providing assistance and help, health and safety, security.Describe the connection between customer expectations and customer satisfaction in customer service.What annoys customers: unable to meet expectations; unable to deliver on promises; lack of communication; rude staff; lack of care; not offering an explanation.Connection: service in line with the reputation of the organisation; customers’ expectations of quality, customers’ expectations of value.(1.1, 1.2, 1.3, 1.4)Task 2Continuing with the training of new staff, you have been asked to put together a leaflet or hand out that shows staff how to ensure effective delivery of customer service. Ensure the following 5 points are discussed in the document.Explain why knowledge of an organisation’s products and services are important to ensuringeffective customer service e.g professionalism; meeting customer expectations; effect on reputation; effect on business; possible legal implications of giving incorrect information.Identify different sources of information on an organisation’s products and services e.g brochures, leaflets, intranet, internet, web pages, managers, supervisors, customers, trade organisations.Describe types of communication used when delivering effective customer service. e.g smiling, making eye contact, looking at customer, open body language, facial expression, appropriate greeting, speaking clearly, tone of voice, volume, speaking to people who do not have English as a first language.Describe how the behaviour of customer service practitioners affects customers’ experiences and business eg customer goes to competitors, customer tells others; effect on profit; effect on reputation.Explain how teamwork can ensure effective customer service e.g meeting customer expectations by working together, supporting each other, using expertise/experience of other team members, using different skills within the team. (2.1, 2.2, 2.3, 2.4, 2.5)End of assignment ................
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