Level 2 and 3 Diploma in Business Support (4475-12/13)

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Outcome 4 Be able to apply customer service improvements and develop self The learner can: 1 Devise a method for obtaining customer feedback 2 Identify why it is important to give a positive impression to customers about changes made to customer service procedures 3 Identify how own behaviour might affect the behaviour of others 4 Identify how to obtain useful and constructive feedback from others about own performance 5 Identify own strengths and weaknesses in relation to working within a customer service role 6 Apply the techniques of self assessment to look at strengths and weaknesses 7 Produce a Training Needs Analysis (TNA) for self 8 Prepare an individual learning/development plan which could be used as a basis for discussion with a relevant person, eg tutor, line manager, HR, training department 98 Level 2 and 3 Diploma in Business Support (4475-12/13)
Unit 209 Supporting the customer service environment Guidance notes Outcome 1 Be able to apply the practical skills required to deliver effective customer service 1.1 Organisations are either in public, private or voluntary sectors. • Public sector – eg NHS organisations – surgeries, hospitals; housing departments, organisations which provide preventative or supportive services where money is not the goal • Private/commercial sector – eg retail – motivation is to increase profit, attract new customers and build on existing relationships • Voluntary/not-for profit organisation – eg charity – may still sell goods and services 1.2 A customer can be an individual or an organisation and is somebody who receives customer service from a service deliverer. Customers can be internal eg from another part of the same organisation or colleagues; external eg individuals; businesses including suppliers. The candidate should be able to identify the chosen organisation’s customers be they internal and/or external and also those who require special assistance for example those who have specific needs eg health, language, age, cultural needs or who have specific learning difficulties. 1.3 It is essential to know who the people are in the organisation that contribute to the delivery of customer service. In a larger organisation it may be like a family tree – people and departments or different parts of the business have connections to one another. In a smaller organisation one person may have to take on many of the roles that are looked after by specialised departments in larger organisations. It is important to understand the roles of the people involved in the supply chain. 1.4 Candidates should demonstrate they can maintain existing customer records eg when customers: • notify a change in personal circumstances (ie change of address) • notify a change to a regular order • place a new order • complain or say ‘thank-you’ • give feedback on a product or service – user evaluation • make a warranty/guarantee claim 1.5 The candidate should suggest a USP (Unique Selling Point) or USO (Unique Service Offer) for a product or service. A USP is what makes a product different or better from its competitor(s) eg price, packaging, performance, market perception, quality, availability, meeting deadlines. A USO is what makes a service different or better from its competitor(s) eg 24 hour availability. USPs and USOs are used to differentiate what one organisation provides by way of products and/or services from another. 1.6 The candidate should be able to suggest methods of promoting products and /or services eg • Leaflets • Telephone calling • Demonstrations Level 2 and 3 Diploma in Business Support (4475-12/13) 99
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Level 2 and 3 Diploma in Business S
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Level 2 and 3 Diploma in Business S
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Contents 1 Introduction 5 2 Centre
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1 Introduction This document contai
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Unit accreditation number City & Gu
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2 Centre requirements This section
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3 Course design and delivery 3.1 In
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City & Guilds unit Unit title Asses
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Unit 101 Using the Internet Level:
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Unit 101 Using the Internet Learnin
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Outcome 4 Be able to use browser so
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Unit 102 Using email Learning outco
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Unit 103 Using collaborative techno
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Unit 103 Using collaborative techno
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Unit 104 Word processing software L
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Unit 104 Word processing software T
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Unit 105 Spreadsheet software Level
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Unit 105 Spreadsheet software Teach
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Unit 106 Database software Level: 1
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Unit 106 Database software Teaching
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Unit 107 Presentation software Lear
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Outcome 3 Be able to prepare slides
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Unit 108 Desktop publishing softwar
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• Manipulate images and graphic e
Page 49 and 50: Unit 109 Data management software L
Page 51 and 52: Unit 201 Principles of personal res
Page 53 and 54: Outcome 6 Understand the purpose of
Page 55 and 56: Support in terms of • advice •
Page 57 and 58: • meeting deadlines and targets
Page 59 and 60: Unit 202 Principles of providing ad
Page 61 and 62: Outcome 7 Understand diary manageme
Page 63 and 64: • franking • weighing • addre
Page 65 and 66: • documentation requirements •
Page 67 and 68: • attitude and behaviour • conf
Page 69 and 70: Unit 203 Principles of managing inf
Page 71 and 72: • to inform • to explain/educat
Page 73 and 74: Unit 204 Principles of supporting c
Page 75 and 76: Unit 204 Principles of supporting c
Page 77 and 78: Unit 205 Principles of supporting b
Page 79 and 80: • use of open body language such
Page 81 and 82: Unit 206 Principles of maintaining
Page 83 and 84: Unit 207 Principles of working in t
Page 85 and 86: Outcome 6 Understand how performanc
Page 87 and 88: 4. Explain in terms of complying wi
Page 89 and 90: Unit 208 Delivery of effective cust
Page 91 and 92: Unit 208 Delivery of effective cust
Page 93 and 94: called formal feedback. All staff i
Page 95 and 96: • show sensitivity to the needs a
Page 97 and 98: 5.6 Codes of Practice - sector code
Page 99: Unit 209 Supporting the customer se
Page 103 and 104: Written communication is eg letter,
Page 105 and 106: • understand the problem • iden
Page 107 and 108: Unit 210 Using email Level: 2 Credi
Page 109 and 110: Unit 210 Using email Teaching guida
Page 111 and 112: Unit 211 Using collaborative techno
Page 113 and 114: Unit 211 Using collaborative techno
Page 115 and 116: Unit 212 Word processing software L
Page 117 and 118: Unit 212 Word processing software T
Page 119 and 120: Unit 213 Spreadsheet software Level
Page 121 and 122: Unit 213 Spreadsheet software Teach
Page 123 and 124: Unit 214 Database software Level: 2
Page 125 and 126: Unit 214 Database software Teaching
Page 127 and 128: Unit 215 Presentation software Leve
Page 129 and 130: Unit 215 Presentation software Teac
Page 131 and 132: Unit 216 Data management software L
Page 133 and 134: Unit 216 Data management software T
Page 135 and 136: Unit 217 Introduction to notice pro
Page 137 and 138: Outcome 6 understand the concept &
Page 139 and 140: Unit 217 Introduction to notice pro
Page 141 and 142: Unit 301 Principles of personal res
Page 143 and 144: Outcome 5 Understand the types of p
Page 145 and 146: • professional associations • h
Page 147 and 148: Outcome 4 Understand how to evaluat
Page 149 and 150: Unit 302 Principles of working with
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Unit 302 Principles of working with
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Unit 303 Principles of managing inf
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Unit 303 Principles of managing inf
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• legal requirements • record k
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Unit 304 Principles of providing an
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Outcome 7 Understand how to manage
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• economy • ease of use • com
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• who has access to them • when
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Unit 305 Principles of project mana
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Unit 305 Principles of project mana
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Unit 306 Principles of contributing
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Outcome 4 Understand the process of
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Unit 307 Principles of working in t
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Unit 307 Principles of working in t
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from the Treasury via government de
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Unit 308 Principles of budgets in a
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3. The candidate should explain: Ti
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Unit 309 Principles of customer ser
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Negative behaviour on the part of t
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4 Complaints should be viewed in a
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4 There are various types of contra
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Unit 310 Developing and improving t
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4 A SWOT analysis considers the str
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• Customer charter - is the organ
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Unit 311 Word processing software L
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• create and amend forms, merge a
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Unit 312 Spreadsheet software Learn
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• pivot tables and charts • jud
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Unit 313 Presentation software Lear
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• interactive elements • edit p
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Unit number/title Unit number/outco
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Unit number/title Unit number/outco
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Useful contacts UK learners General
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Level 2 and 3 Diploma in Business Support (4475-12/13)

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