Unit 54 Resolve Customers’ Complaints

Table of Contents
INTRODUCTION ..........................................................................................................................1
Task 1...............................................................................................................................................1
1.1 Analyse the advantages and limitations of different methods of, and media for, making
presentations................................................................................................................................1
1.2 Explain how the type and size of the audience affects the delivery of a presentation..........1
1.3 Explain the factors to be taken into account in developing contingency plans when
delivering presentations..............................................................................................................1
Probability...................................................................................................................................1
Impact..........................................................................................................................................2
1.4 Explain voice projection and timing techniques when delivering presentations..................2
1. Fear of public speaking and presentations.....................................................................2
2. Understanding/overcoming fear of public speaking and presentations.........................2
1.5 Explain the factors to be taken into account in responding to questions from an audience..2
Step One - Listen....................................................................................................................2
Step Two - Understand...........................................................................................................2
1.6 Explain different methods for evaluating the effectiveness of a presentation......................3
Check goal set.............................................................................................................................3
Measure accomplishments..........................................................................................................3
Pupil self evaluation....................................................................................................................3
Task 2...............................................................................................................................................3
1.1 Explain how to deal with “junk” mail...................................................................................3
1.2 Describe what to do in the event of problems arising when dealing with incoming or
outgoing mail..............................................................................................................................3
1.3 Describe how to operate a franking machine .......................................................................4
1.4 Explain how to prepare packages for distribution.................................................................4
1.5 State organisational policies and procedures on mail handling, security and the use of
courier services ...........................................................................................................................4
1.6 Explain the process for reporting suspicious or damaged items in accordance with
organisational procedures............................................................................................................4

3.2 Identify the best option for dispatching mail according to the required degree of urgency,
size and value of the item............................................................................................................5
Task 3...............................................................................................................................................5
1.1 Describe systems and procedures for storing and retrieving information ............................5
1.2 Outline legal and organisational requirements for information security and retention.........6
1.3 Explain how to create filing systems to facilitate information identification and retrieval. .6
1.4 Explain how to use different search techniques to locate and retrieve information.............6
1.5 Describe what to do when problems arise when storing or retrieving information..............7
Unit 38: Maintain and Issue Stationery and Supplies......................................................................7
1.1 Describe organisational policies, procedures and levels of..................................................7
authority in maintaining supplies................................................................................................7
1.2 Explain how to carry out a stock check of stationery...........................................................7
1.3 Describe the types of problems that may occur with............................................................7
deliveries and stock items...........................................................................................................7
1.4 Explain how to deal with problems that occur with deliveries.............................................8
and stock items............................................................................................................................8
1.5 Explain the factors to take into account when ordering........................................................8
Stationery....................................................................................................................................8
1.6 Explain the benefits and limitations of different potential....................................................8
suppliers, against organisational requirements...........................................................................8
1.7 Explain how to calculate quantities of stationery and...........................................................8
supplies to be ordered..................................................................................................................8
1.8 Describe how to dispose of or recycle waste........................................................................9
Unit Title: (Unit 54) Resolve customers’ complaints......................................................................9
1.2 Explain how to identify those complaints that should prompt a review of the service offer
and service delivery.....................................................................................................................9
1.3 Explain negotiating techniques used to resolve customers’ complaints...............................9
1.4 Explain conflict management techniques used in dealing with upset customers..................9
1.5 Explain organisational procedures for dealing with customer complaints.........................10
1.6 Explain when to escalate customers’ complaints................................................................10

1.7 Explain the cost and regulatory implications of admitting liability on the basis of a
customer complaint...................................................................................................................10
1.8 Explain the advantages and limitations of offering compensation or replacement products
and/or services...........................................................................................................................10
2.4 Explain the advantages and limitations of different complaint response options to
customers...................................................................................................................................11
2.5 Explain the advantages and limitations of different complaint response options to the
organisation...............................................................................................................................11
Unit Title: (unit 51) Word processing software.............................................................................11
1.1 Summarise what types of information are needed for the document and how they should
be linked or integrated...............................................................................................................11
1.4 Explain how to combine and merge information from other software or multiple
documents.................................................................................................................................12
2.1 Analyse and explain the requirements for structure and style............................................12
3.1 Explain how the information should be formatted to aid meaning.....................................12
3.5 Evaluate the quality of the documents produced to ensure they are fit for purpose...........12
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13