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

• economy
• ease of use
• compliance, legal or organisational
Outcome 2 Understand how to keep waste to a minimum in a business
environment
1. Both economically and environmentally.
The candidate should be able to explain the types and causes of waste, in terms of
• consumables
• time
• energy.
2. The candidate should be able to explain practical methods of reducing waste, eg
• proof-reading
• not printing emails
• reusing paper for scrap pads/envelopes for internal mail
• making test copies before photocopying
• reuse folders
• replace lids on marker pens/correcting fluid
• correct storage of consumables to prevent spoilage
• solar/rechargeable batteries for equipment
• recycling
• over-ordering.
Outcome 3 Understand the purpose of delivering effective customer
service
1. The candidate will need to explain what is meant by customer expectations and how they are
formed, eg through
• own experience
• what they see or hear
• word of mouth.
They should be able to explain how an individual can contribute to meeting customer
expectations positively and professionally, eg:
• interacting effectively with customers and clients
• using appropriate verbal and non-verbal communication skills
• using questioning and listening skills
• identifying potential communication problems and solutions
and the ways they exceed them through, eg
• their personal presentation
• their attitude and behaviour
• the level of service offered.
They will need to explain what is meant by customer satisfaction and the effect this has on an
organisation‘s success.
2. The candidate should be able to identify different types of internal and external customers. They
should be aware of the customer service chain in an/their organisation.
They should be able to explain the importance of establishing and maintaining effective
customer relationships, eg :
Level 2 and 3 Diploma in Business Support (4475-12/13) 161