Customer Service
TASK SHEET FOR UNIT 838
This activity will provide evidence for Mandatory unit 838 – Demonstrate understanding of customer service for Diploma in Customer Service Level 3.
Learning Outcome 1: Be able to follow their organisation’s accepted customer service language
Assessment Criteria:
1.1 Communicate to customers their organisation’s service offer, how it balances organisational and customer needs and how it meets customer expectations
1.2 Compare the service offers of commercial, public sector and third sector organisations and how they each meet customer expectations
1.3 Discuss with colleagues steps that team members can take to deal with different customers and different customer service situations
Your task is to: Examine the criteria above, then: a) explain how you communicate to customers your organisation’s service, how it balances customer and organisation needs and customer expectations.
b) Compare the service offers of commercial, public sector and third sector organisations and how they each meet customer expectations
c) Give 3 examples of how steps that team members can take to deal with different customers and different customer service situations
Learning Outcome 2: Be able to apply customer service principles in their customer service role
Assessment Criteria:
2.1 Follow the key policies and procedures in their organisation for the delivery of services or products
2.2 Demonstrate how their organisation’s service approach and service offer fit within their own industry and differ from those of other industries
2.3 Discuss with colleagues how their organisation’s ethical and value base fits with organisational needs and customer expectations
Your task is to: Examine the criteria above, then: a) explain what key policies and procedures you have in your organisation relevant to the delivery of services or products.
b) Explain how your organisation’s service approach and service offer fit within
This activity will provide evidence for Mandatory unit 838 – Demonstrate understanding of customer service for Diploma in Customer Service Level 3.
Learning Outcome 1: Be able to follow their organisation’s accepted customer service language
Assessment Criteria:
1.1 Communicate to customers their organisation’s service offer, how it balances organisational and customer needs and how it meets customer expectations
1.2 Compare the service offers of commercial, public sector and third sector organisations and how they each meet customer expectations
1.3 Discuss with colleagues steps that team members can take to deal with different customers and different customer service situations
Your task is to: Examine the criteria above, then: a) explain how you communicate to customers your organisation’s service, how it balances customer and organisation needs and customer expectations.
b) Compare the service offers of commercial, public sector and third sector organisations and how they each meet customer expectations
c) Give 3 examples of how steps that team members can take to deal with different customers and different customer service situations
Learning Outcome 2: Be able to apply customer service principles in their customer service role
Assessment Criteria:
2.1 Follow the key policies and procedures in their organisation for the delivery of services or products
2.2 Demonstrate how their organisation’s service approach and service offer fit within their own industry and differ from those of other industries
2.3 Discuss with colleagues how their organisation’s ethical and value base fits with organisational needs and customer expectations
Your task is to: Examine the criteria above, then: a) explain what key policies and procedures you have in your organisation relevant to the delivery of services or products.
b) Explain how your organisation’s service approach and service offer fit within