Evidence may be supplied by Professional discussion, questioning, reflective account, marketing materials, brand 3. Be able to prepare 3.1 Keep up to date with an Resources can be e.g.: to deal with customers organisation’s products and/or Marketing materials services Manuals* Documentation* 3.2 Prepare resources that are Schedules/rotas/daily plan necessary to deal with customers Customer records* before starting work Any monetary requirements. Evidence may be supplied by: Observation, witness testimony, customer records*, professional discussion, questioning, reflective account, knowledge base content.*, service offer*, marketing materials, manuals*, documentation* , schedules/rotas/daily plan, legislative requirements and organisational ethical policies* 4. Be able to provide 4.1 Maintain organisational Presentation and behavior: customer service standards of presentation and Personal presentation/dress/uniform behaviour when providing Presentation of work area customer service Attitude 4.2 Adapt their own behaviour to Tone of voice Body language. meet customers’ needs or expectations Organisational guidelines: 4.3 Respond to customers’ Organisational policies/procedures requests in line with organisational Work instructions guidelines Scripts. 4.4 Inform customers of the progress of their requests Organisational policies and procedures which relate to: 4.5 Confirm that customers’ Roles and responsibilities showing limits of authority expectations have been met in line Service offer with the service offer Handling of customer issues. 4.6 Adhere to organisational policies and procedures, legal and requirements: ethical requirements when Sale of Goods Act (Sale and Supply of Goods to Consumers providing customer service Regulations) Descriptions Act Data Protection Act Equality Act Ethical requirements: Organisational principles Values Fairness.
Evidence may be supplied by Professional discussion, questioning, reflective account, marketing materials, brand 3. Be able to prepare to deal with customers 3.1 Keep up to date with an organisation’s products and/or services Resources can be e.g.: Marketing materials Manuals* Documentation* Schedules/rotas/daily plan Customer records* Any monetary requirements. 3.2 Prepare resources that are necessary to deal with customers before starting work Evidence may be supplied by: Observation, witness testimony, customer records*, professional discussion, questioning, reflective account, knowledge base content.*, service offer*, marketing materials, manuals*, documentation* , schedules/rotas/daily plan, legislative requirements and organisational ethical policies* 4. Be able to provide customer service 4.1 Maintain organisational standards of presentation and behaviour when providing customer service Presentation and behavior: Personal presentation/dress/uniform Presentation of work area Attitude Tone of voice Body language. Organisational guidelines: Organisational policies/procedures Work instructions Scripts. Organisational policies and procedures which relate to: Roles and responsibilities showing limits of authority Service offer Handling of customer issues. requirements: Sale of Goods Act (Sale and Supply of Goods to Consumers Regulations) Descriptions Act Data Protection Act Equality Act Ethical requirements: Organisational principles Values Fairness. 4.2 Adapt their own behaviour to meet customers’ needs or expectations 4.3 Respond to customers’ requests in line with organisational guidelines 4.4 Inform customers of the progress of their requests 4.5 Confirm that customers’ expectations have been met in line with the service offer 4.6 Adhere to organisational policies and procedures, legal and ethical requirements when providing customer service