Level 2 and 3 Diploma in Business Support (4475-12/13)
Level 2 and 3 Diploma in Business Support (4475-12/13)
Level 2 and 3 Diploma in Business Support (4475-12/13)
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Unit 310 Develop<strong>in</strong>g <strong>and</strong> improv<strong>in</strong>g the customer<br />
service process<br />
Learn<strong>in</strong>g outcomes <strong>and</strong> assessment criteria<br />
Outcome 1 Be able to expla<strong>in</strong> how customer feedback can improve the<br />
customer service process<br />
The learner can:<br />
1 Describe the benefits of evaluat<strong>in</strong>g the customer service experience<br />
2 Describe <strong>and</strong> compare a range of techniques used <strong>in</strong> monitor<strong>in</strong>g customer service delivery<br />
3 Design a method of obta<strong>in</strong><strong>in</strong>g customer feedback<br />
4 Expla<strong>in</strong> how the outcome of an organisational SWOT analysis can be used to promote a cycle of<br />
cont<strong>in</strong>uous improvement<br />
5 Expla<strong>in</strong> the techniques used to monitor <strong>and</strong> review the impact of any changes <strong>in</strong>troduced <strong>in</strong> an<br />
organisation to customers, employees <strong>and</strong> the organisation<br />
Outcome 2 Be able to describe the process of promot<strong>in</strong>g products <strong>and</strong><br />
services<br />
The learner can:<br />
1 Expla<strong>in</strong> how Unique Sell<strong>in</strong>g Po<strong>in</strong>ts (USP) can <strong>in</strong>fluence the customer choice of products <strong>and</strong><br />
services<br />
2 Def<strong>in</strong>e what a Unique Service Offer (USO) is <strong>and</strong> how it is used to differentiate service offers from<br />
that of competitors<br />
3 Expla<strong>in</strong> how organisations promote their products <strong>and</strong> services<br />
4 Describe how cost benefit analysis would <strong>in</strong>fluence the method used to promote a product or<br />
service<br />
5 Describe the importance of evaluat<strong>in</strong>g promotions<br />
Outcome 3 Be able to expla<strong>in</strong> the importance of effective teamwork <strong>and</strong><br />
the monitor<strong>in</strong>g of performance<br />
The learner can:<br />
1 Identify different communication techniques used when manag<strong>in</strong>g a team<br />
2 Describe the <strong>in</strong>ter-personal skills required for effective team work<strong>in</strong>g<br />
3 Expla<strong>in</strong> the importance of effective service partnerships for the delivery of excellent customer<br />
service<br />
4 Expla<strong>in</strong> the dynamics of team work<strong>in</strong>g<br />
5 Expla<strong>in</strong> why it is important to agree set goals with team members<br />
6 Expla<strong>in</strong> the methods used by organisations to set levels of customer service performance<br />
7 Identify methods for monitor<strong>in</strong>g the performance of <strong>in</strong>dividual <strong>and</strong> teams<br />
8 Expla<strong>in</strong> how team members can self -assess <strong>and</strong> develop their customer service skills <strong>and</strong><br />
knowledge<br />
9 Complete a personal development plan<br />
<strong>Level</strong> 2 <strong>and</strong> 3 <strong>Diploma</strong> <strong>in</strong> Bus<strong>in</strong>ess <strong>Support</strong> (<strong>4475</strong>-<strong>12</strong>/<strong>13</strong>) 191
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