1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 a b c d Unit PPL2GEN7 (HL1V 04) Resolve Customer Service Problems Knowledge and understanding What you must know and understand Evidence For those knowledge statements that relate to how the candidate should do something, the assessor may be able to infer reference that the candidate has the necessary knowledge from observing their performance or checking products of their work. In all and date other cases, evidence of the knowledge and understanding must be gathered by alternative methods of candidate’s assessment (eg oral or written questioning). 1 Organisational procedures and systems for dealing with customer service problems. 2 How and when to use own initiative. 3 How to have confidence in discussing customers’ needs. 4 How to defuse potentially stressful situations. 5 How to negotiate. 6 The limitations of what you can offer your customer. 7 Types of action that may make a customer problem worse and should be avoided. Unit PPL2GEN7 (HL1V 04) Resolve Customer Service Problems
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 a b c d Unit PPL2GEN7 (HL1V 04) Resolve Customer Service Problems Knowledge and understanding Evidence reference and date What you must know and understand For those knowledge statements that relate to how the candidate should do something, the assessor may be able to infer that the candidate has the necessary knowledge from observing their performance or checking products of their work. In all other cases, evidence of the candidate’s knowledge and understanding must be gathered by alternative methods of assessment (eg oral or written questioning). 1 Organisational procedures and systems for dealing with customer service problems. 2 How and when to use own initiative. 3 How to have confidence in discussing customers’ needs. 4 How to defuse potentially stressful situations. 5 How to negotiate. 6 The limitations of what you can offer your customer. 7 Types of action that may make a customer problem worse and should be avoided. Unit PPL2GEN7 (HL1V 04) Resolve Customer Service Problems
HL1V_%2004_PPL2GEN7_Resolve_Customer_Service_Problems.docx