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

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Outcome 5 Be able to identify the legislation which supports the customer service process The learner can: 1. Identify the key aspects of the legislation relating to consumer law 2. Identify the main principles of equal opportunities legislation in relation to providing customer service 3. Identify the responsibilities of the employer and employee under the Health and Safety at Work Act 4. Describe why it is important to respect customer and organisation confidentiality 5. Identify the main principles of the Data Protection Act 6. Identify how a code of practice or ethical standards can impact upon the activities of a service deliverer 88 Level 2 and 3 Diploma in Business Support (4475-12/13)
Unit 208 Delivery of effective customer service Notes for guidance Outcome 1 Be able to describe the principles of customer service 1.1 Good customer service is about • ensuring customer needs are met • encouraging customer loyalty • forming a relationship with customers • ensuring customers leave happy and return • ensuring customers pass on positive feedback to others. 1.2 Having experienced a certain level of customer service from an organisation, customers then come to expect that level of customer service whether good or bad. Good customer service can give an organisation an edge over its competitors while poor service can result in a loss of business and a reputation for poor service can be difficult to change. 1.3 A customer can be an individual or an organisation. Customers can be internal eg from another part of the same organisation or colleagues; external eg individuals, businesses including suppliers. 1.4 Different customers will have different needs and expectations from an organisation eg that timescales are met, promises kept, there’s value for money, quality presentation, employees are knowledgeable and friendly, products are fit for use/purpose, are reliable, easy to use. Other types of customer needs exist where customers’ health, language skills, age or cultural background or learning difficulties influence how a service provider may need to adapt their behaviour and adapt their methods of communication to meet these individual needs. 1.5 Customer service information/records – there is a range of customer service information/records which organisations may retain eg personal data – customer’s name, address, account details, previous purchases; customer feedback on a product or service – user evaluation; warranty/guarantee records; records of complaints. 1.6 Products are tangible ie a customer can buy a product like a car and own it. However, they cannot own a service. A product is produced by a manufacturing process while you subscribe to a service. The main difference between providing products as opposed to a service is that more personal contact may be required when marketing a service as compared with marketing products. Providing a product may also involve providing after-sales service as in help-line facilities following the sale of a computer. 1.7 An after sales service - providing support for a service or a product after purchase eg help-line facilities following the sale of a computer. With a product the after sales service may involve dealing with warranties, guarantees, exchanges, repair agreements, refunds. As such there may be various terms, legal constraints and organisational policies which need to be considered. 1.8 A USP - Unique Selling Point is what makes a product different or better from its competitor(s) eg price, packaging, performance, market perception, quality, availability, meeting deadlines. A unique selling point or proposition (USP) defines an organisation’s competitive advantage. An organisation must identify what makes it different from the competitors and emphasise these advantages in marketing thus influencing the customer’s choice of products and services. Level 2 and 3 Diploma in Business Support (4475-12/13) 89
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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
Page 39 and 40: Unit 106 Database software Teaching
Page 41 and 42: Unit 107 Presentation software Lear
Page 43 and 44: Outcome 3 Be able to prepare slides
Page 45 and 46: Unit 108 Desktop publishing softwar
Page 47 and 48: • 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: 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 and 100: Unit 209 Supporting the customer se
Page 101 and 102: 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
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Unit 301 Principles of personal res
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Outcome 5 Understand the types of p
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• professional associations • h
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Outcome 4 Understand how to evaluat
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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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