Unit: Customer Service Skills L1 CV3 Ofqual Unit Reference Number: J/600/3236 Unit Review Date: 31/07/2017 LEARNING OUTCOMES ASSESSMENT CRITERIA EVIDENCE LOCATION The learner will: The learner can: Understand the principles of the principles of customer customer service service Understand the benefits to an examples of good practice organisation of good customer in customer service service how good customer service promotes customers’ confidence in the organisation why good customer service is important for an organisation Understand the possible how poor customer service consequences of poor can impact on: customer service (a) customers; (b) the organisation itself; (c) staff the effects of poor customer service on an organisation’s reputation Understand the value of first why it is important to make impressions a good first impression ways of creating a positive first impression when communicating: (a) face to face; (b) on the telephone; (c) in writing
Unit: Customer Service Skills L1 CV3 Ofqual Unit Reference Number: J/600/3236 Unit Review Date: 31/07/2017 LEARNING OUTCOMES ASSESSMENT CRITERIA EVIDENCE LOCATION The learner will: The learner can: Understand the principles of customer service the principles of customer service Understand the benefits to an organisation of good customer service examples of good practice in customer service how good customer service promotes customers’ confidence in the organisation why good customer service is important for an organisation Understand the possible consequences of poor customer service how poor customer service can impact on: (a) customers; (b) the organisation itself; (c) staff the effects of poor customer service on an organisation’s reputation Understand the value of first impressions why it is important to make a good first impression ways of creating a positive first impression when communicating: (a) face to face; (b) on the telephone; (c) in writing
Customer-Service-Skills-L1-CV3-Record-of-Learner-Achievement.docx