unit 342 354
Unit 342: Using bespoke software & Unit 354: Monitor and solve customer service problems.
1.11.6 and 2.3: I input relevant information accurately daily so that it is ready for processing. I do this by scanning in the forms we receive, after separating them into piles to group them for easy scanning. After I have scanned them all, I then use Xpress to start the processing. When I am doing so, I make sure I copy all the details accurately. This is very important, as I am dealing with personal and sensitive information received from the public. I take extra care when entering the digits, such as NI numbers or date of births. When inputting this information I am using a scanner, keyboard and mouse. I found that one reoccurring problem I had when processing information is that sometimes I can’t read the handwriting accurately so I input the wrong information, which results in the data not matching with the department for working pensions, and then we need to ask this customer to provide us with documentary evidence. This is an inconvenience for the customer; it could annoy them and reflect badly on our organisation. The initial procedure I will follow is to check thoroughly what has been entered is correct, this means that I might be able to solve the problem before the customer even needs to be informed, causing no confusion or worry for the person in question. Our team decided that we should try and avoid this occurring, at times when not needed such as unclear handwriting or a clerical error; we should ring the customer to explain the steps of processing and then ask if they can ensure the details we are entering are correct. This balances customer expectations that we should receive the correct information and not need to contact them for any more details, and this option also meets the needs of the organisation as it ensures the data we send off is as accurate as we can make it ready for checking against the DWP records.
1.2 I select and use appropriate
1.11.6 and 2.3: I input relevant information accurately daily so that it is ready for processing. I do this by scanning in the forms we receive, after separating them into piles to group them for easy scanning. After I have scanned them all, I then use Xpress to start the processing. When I am doing so, I make sure I copy all the details accurately. This is very important, as I am dealing with personal and sensitive information received from the public. I take extra care when entering the digits, such as NI numbers or date of births. When inputting this information I am using a scanner, keyboard and mouse. I found that one reoccurring problem I had when processing information is that sometimes I can’t read the handwriting accurately so I input the wrong information, which results in the data not matching with the department for working pensions, and then we need to ask this customer to provide us with documentary evidence. This is an inconvenience for the customer; it could annoy them and reflect badly on our organisation. The initial procedure I will follow is to check thoroughly what has been entered is correct, this means that I might be able to solve the problem before the customer even needs to be informed, causing no confusion or worry for the person in question. Our team decided that we should try and avoid this occurring, at times when not needed such as unclear handwriting or a clerical error; we should ring the customer to explain the steps of processing and then ask if they can ensure the details we are entering are correct. This balances customer expectations that we should receive the correct information and not need to contact them for any more details, and this option also meets the needs of the organisation as it ensures the data we send off is as accurate as we can make it ready for checking against the DWP records.
1.2 I select and use appropriate