CS 7 - Deliver customer service Learning Outcome Assessment Criteria Guidelines and range The candidate provides evidence that they understand: 1. Understand Explain the relationship Needs customer service between customers’ and What the customer must have/requires. delivery expectations and customer satisfaction Expectations What the customer thinks they should experience or get. Describe the features and benefits of an organisation’s products and/or services Satisfaction When an organisation meets or surpasses a customer’s expectations. Explain the importance of treating customers as individuals Features and benefits Feature what a product or service does. Explain the importance – Benefit how the features meet the customer needs. – balancing promises made to customers with the of an Balancing promises organization Deciding when the promises can be met by the organisation and when it is not viable for the organisation to do what the customer either financially or Explain when and to whom to practically. escalate problems Describe methods of measuring their own effectiveness in the delivery of customer service Evidence may be supplied by Professional discussion, questioning, reflective account, marketing materials 2. Understand the Explain the importance of Brand relationship between to an organization A is the way in which an organisation’s products, services are identified. customer service and 2.2 Explain how a brand affects an a brand Service offer organisation’s customer service A service is what the organisation says it will offer its customers and is therefore what the customer comes to expect. A service offer covers e.g. the 2.3 Explain the importance of refund policy, its delivery times and the service it will offer. using customer service language that supports a brand promise Brand promise 2.4 Identify their own role in Branding is the way a product or service is recognised and is the promise made ensuring that a brand promise is by the organisation to its customer. When a customer sees a particular they delivered trust it assists them when making buying decisions as they know what to expect. If they don’t recognise the brand they will have no clear expectations of the product or service and will almost be taking a risk on any purchase or usage.
CS 7 - Deliver customer service Learning Outcome Assessment Criteria Guidelines and range The candidate provides evidence that they understand: 1. Understand customer service delivery Explain the relationship between customers’ and expectations and customer satisfaction Needs What the customer must have/requires. Expectations What the customer thinks they should experience or get. Satisfaction When an organisation meets or surpasses a customer’s expectations. Features and benefits Feature – what a product or service does. Benefit – how the features meet the customer needs. Balancing promises Deciding when the promises can be met by the organisation and when it is not viable for the organisation to do what the customer either financially or practically. Describe the features and benefits of an organisation’s products and/or services Explain the importance of treating customers as individuals Explain the importance balancing promises made to customers with the of an organization Explain when and to whom to escalate problems Describe methods of measuring their own effectiveness in the delivery of customer service Evidence may be supplied by Professional discussion, questioning, reflective account, marketing materials 2. Understand the relationship between customer service and a brand Explain the importance of to an organization Brand A is the way in which an organisation’s products, services are identified. Service offer A service is what the organisation says it will offer its customers and is therefore what the customer comes to expect. A service offer covers e.g. the refund policy, its delivery times and the service it will offer. Brand promise Branding is the way a product or service is recognised and is the promise made by the organisation to its customer. When a customer sees a particular they trust it assists them when making buying decisions as they know what to expect. If they don’t recognise the brand they will have no clear expectations of the product or service and will almost be taking a risk on any purchase or usage. 2.2 Explain how a brand affects an organisation’s customer service 2.3 Explain the importance of using customer service language that supports a brand promise 2.4 Identify their own role in ensuring that a brand promise is delivered
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