3 Work with others to solve customer service problems. 4 Keep customers informed of the actions being taken. 5 Check with customers that they are comfortable with the actions being taken. 6 Solve problems with service systems and procedures that might affect customers before they become aware of them. 7 Inform managers and colleagues of the steps taken to solve specific problems. 8 Identify repeated customer service problems. 9 Identify the options for dealing with a repeated customer service problem and consider the advantages and disadvantages of each option. 10 Work with others to select the best option for solving a repeated customer service problem, balancing customer expectations with the needs of your organisation. 11 Obtain the approval of somebody with sufficient authority to change organisational guidelines in order to reduce the chance of a problem being repeated. 12 Action your agreed solution. 13 Keep your customers informed in a positive and clear manner of steps being taken to solve any service problems. 14 Monitor the changes you have made and adjust them if appropriate. Unit PPLHSL19 (HK72 04) Monitor and Solve Customer Service Problems Performance criteria Evidence Evidence description Date reference What you must do 1 2 3 4 5 6 7 8 9 10 11 12 13 14
3 Work with others to solve customer service problems. 4 Keep customers informed of the actions being taken. 5 Check with customers that they are comfortable with the actions being taken. 6 Solve problems with service systems and procedures that might affect customers before they become aware of them. 7 Inform managers and colleagues of the steps taken to solve specific problems. 8 Identify repeated customer service problems. 9 Identify the options for dealing with a repeated customer service problem and consider the advantages and disadvantages of each option. 10 Work with others to select the best option for solving a repeated customer service problem, balancing customer expectations with the needs of your organisation. 11 Obtain the approval of somebody with sufficient authority to change organisational guidelines in order to reduce the chance of a problem being repeated. 12 Action your agreed solution. 13 Keep your customers informed in a positive and clear manner of steps being taken to solve any service problems. 14 Monitor the changes you have made and adjust them if appropriate. Unit PPLHSL19 (HK72 04) Monitor and Solve Customer Service Problems Evidence reference Evidence description Date Performance criteria What you must do 1 2 3 4 5 6 7 8 9 10 11 12 13 14
HK72_04_PPLHSL19_Monitor_and_Solve_Customer_Service_Problems.docx