Introduction to Customer Service QCF Level 1 Workbook | Global Educ8tions

Global Educ8tions
“Developing People for
Sustainable Careers”
An Introduction to Customer
Service(QCF)
Level One Award
601/7151/0
Learner Assessment Workbook:
R/601/6071
R/601/6068
M/601/6076

601/7151/0: Introduction to customer service
Learner name:
Learner registration
number:
Centre name/number: Global Educ8tions
Assessor/tutor name:
Your job role (if applicable):
Main organisation(Either this will be the organisation the learner is employed by, or, if the
learner is not currently employed within the Customer Service sector, an organisation they are
familiar with.):
Reason for choosing this organisation:
UNIT SIGN OFF
Learner signature: Date:
I confirm that the answers given within this workbook are my own work.
Assessor/tutor signature: Date:
I confirm that the evidence in this workbook has been assessed against
the assessment criteria for this unit and has judged for validity,
authenticity, currency, reliability and sufficiency.
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Assessment Guidance
It is expected that the majority of learners who will be undertaking
this qualification will be employed, possibly part time, within a
customer service role in an organisation. The expectation is that
learners will choose to complete this workbook in the context of
their own job role. This method should allow learners to access the
material required with ease and utilise the information in the
workbook as evidence against a competence-based qualification
where appropriate. However, it is necessary for an understanding
to be developed that customer service methods will vary
significantly in different types of organisation.
There is, however, no requirement that learners are employed in
order to undertake this qualification and where this is the case, it is
vital that they gain knowledge and understanding of how customer
service works in different organisations through case studies.
Although it is expected that in, the main, the workbook will be
contextualised to one organisation that the learner is familiar with,
there is no absolute requirement for all questions to be answered in
relation to that one organisation. In particular, learners may find
that some questions may not be relevant to their own organisation.
Where this is the case, it is perfectly acceptable to answer in
relation to a different organisation. It would be helpful for the
assessor / tutorthat the organisation involved is noted on the
appropriate page.
The personal development plan must be completed on separate
sheets of paper and attached to the workbook.
The final grade for this assignment will be pass or fail, there is no
further grading. To achieve a pass, learners must complete the
requirements of the assessment criteria, which are noted clearly by
each task. Further information is included in the mark scheme.
Learners must complete the workbook task individually.
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Customer Service QCF Level 1 Workbook
Unit 1: Apply legislation, regulation and organizational procedures for
customer service (R/601/6071)
Learning outcomes:
1 Be able to follow customer service procedures for a particular job
2 Be able to protect the security of property and information when
delivering customer service
3 Know the health and safety requirements of delivering customer
service
4 Know other external rules that impact on customer service
Customer service is the support that companies offer their
customers — both before and after they buy the company’s product
— that helps them have an easy and enjoyable experience with the
company. It’s more than just providing answers; it’s an important
part of the promise the company brand makes to its customers. And
it’s a critical to the success of the business. Why?
Customer service can have a big impact on the overall performance
of a company. It’s often said that it’s cheaper to keep existing
customers than to find new ones. (Some even estimate that
acquiring customers costs 6-7x more.) And it’s true: bad customer
service is a key driver of customer loss. The U.S. Small Business
Administration claims 68% of customers leave because they’re
upset with the treatment they've received. Unacceptable!
Prioritizing customer support helps you attract and retain quality
customers.
Customer support can make or break a company’s reputation.
It’s no surprise that as today’s social, mobile consumers have
grown accustomed to getting what they want, when they want it,
their expectations have risen accordingly. In fact, in a recent poll,
82% of CEOs reported that customer expectations of their
companies were “somewhat” or “much” higher than they were
three years ago. And customers are quick to share negative
experiences online. Now the products and services a company
offers are only as good as the service that the company backs them
with — so it’s important to support customers on every channel
from day one.
Customer service is critical to competing effectively.
In the past, people chose which companies they did business with
based on price or brand, but today the overall experience is the
driver. Gartner reports that 89% of companies now expect to
compete mostly on the basis of customer experience, versus 36%
four years ago.
Customer support is a major driver of customer experience, but
only if an organisation expands the role of their
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support team beyond the purely reactive role many of them play
today. When support agents are empowered to go above-and-
beyond with customers, or have a helpdesk solution that makes it
easy for them to upsell or cross-sell relevant services, they can
create winning experiences that will help a businessstand out from
the competition.
Customers are willing to pay more for a better experience.
Focusing on the customer experience isn’t just the latest trend —
it’s also smart business. It turns out that making every touchpoint
great doesn’t just make customers love the company; it can also
increase profits. Surveys have shown that 86 percent of consumers
would pay more for a better customer experience. A company may
decide to tier their customer base if some are willing to pay more
for premium experiences, including support, early access to
features, or other benefits.
Either way, the company will reap the reward with increased profit.
This in turn for employees will mean that they will have continued
job security.
Read more at: https://www.skillsyouneed.com/ips/customer-service-
tips.html
Before you attempt to complete this workbook, please do the
following research
Read the following articles
1. http://blog.clientheartbeat.com/customer-expectations/
2. https://www.skillsyouneed.com/ips/customer-service-tips.html
3. https://www.skillsyouneed.com/ips/politeness.html
4. https://www.skillsyouneed.com/ps/personal-presentation.html
5. https://www.skillsyouneed.com/ips/personal-appearance.html
Watch the following videos
1. https://www.youtube.com/watch?v=nxtaMdu55Ug
2. https://www.youtube.com/watch?v=tn0veQ7_stI
3. https://www.youtube.com/watch?v=jsL_eX8jQWA
4. https://www.youtube.com/watch?v=dnpMqQnt8WY
5. https://www.youtube.com/watch?v=bL_D-qyva0c
6. https://www.youtube.com/watch?v=kx7-S9jvVXM
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Learning outcome: 1 Be able to follow customer service procedures
for a particular job
(1) State what type of organisation your workbook is based
on. Include information about what the organisation does and
the sector it is in
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(2) In your job as a Private Hire Driver what are your
responsibilities before you engage with customers? What does
your employer require you to know and do?
 Think about Time management
 Targets
Think about your vehicle. Is it road worthy? What could be a possible
impact of you failing a TFL spot check?
Think about your appearance and how this affects the customer’s
and your employer’s expectation. How should you present yourself?
Besides your vehicle what other tools would you need to do your job
that will allow you to provide good customer service? ( for e.g.
Navigation)
How important is politeness? What could be the possible impact on
the company if your interactions with customers was poor? Think
about your company’s Staff code of conduct
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How important is having a positive attitude when dealing with
difficult customers? Bearing in mind your company’s customer
complaints procedure
The internal procedures and instructions relating to their job role to
include: - Time management - Targets - Rules of conduct - Personal
appearance - Appropriate use of equipment - Awareness of
complaint’s procedure what could limit your ability to do your job?
(3) List possible limits to your authority in doing your job.
This may include;
Exchanges - Refunds - Discounts - Returns - Specialist knowledge -
Complaints - Health and safety issues - Special orders
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