Knowledge and Industry/sector specific Knowledge and Understanding Understanding Industry/sector requirements for the delivery of customer You need to know service. and understand: FM62 04 (CFAMLF17) Manage the Delivery of Customer Service in Your Area of Responsibility Knowledge and Context specific Knowledge and Understanding Understanding Your customers and their expectations of organisation’s You need to know customer service. and understand: Your complaints policy and procedures. organisation’s Your available resources. organisation’s Your staffing in relation to delivering organisation’s customer service. Sources of advice, guidance and support from customer service specialists and/or more senior managers. Evidence Requirements To achieve this Unit you will need to ensure that your evidence covers all Performance Criteria, behaviours and Knowledge and Understanding. The following table provides you with possible examples of evidence.
Knowledge and Understanding You need to know and understand: Industry/sector specific Knowledge and Understanding Industry/sector requirements for the delivery of customer service. FM62 04 (CFAMLF17) Manage the Delivery of Customer Service in Your Area of Responsibility Knowledge and Understanding You need to know and understand: Context specific Knowledge and Understanding Your organisation’s customers and their expectations of customer service. Your organisation’s complaints policy and procedures. Your organisation’s available resources. Your organisation’s staffing in relation to delivering customer service. Sources of advice, guidance and support from customer service specialists and/or more senior managers. Evidence Requirements To achieve this Unit you will need to ensure that your evidence covers all Performance Criteria, behaviours and Knowledge and Understanding. The following table provides you with possible examples of evidence.
FM62_04_Manage_the_Delivery_of_Customer_Service_in_Your_Area_of_Responsibility.docx