Developing and improving the customer service process CS301 (F/600/066)
Qualification Title
Level 3 Certificate in Customer Service (QCF)
QRN
600/3676/X
Candidate no: Centre Sector
Candidate: Assessor: Employer Job role (if applicable)
Please explain why you chose this organisation (either employer or sector that the learner has experience in)
Developing and improving the customer service process Aim of the unit: To enable the candidate to understand how customer service process can be developed and improved through customer feedback, promotion of products and services and effective teamwork. The learning outcomes for this unit are: 1. Explain how customer feedback can improve the customer service process. 2. Describe the process of promoting products and services. 3. Explain the importance of effective teamwork and the monitoring of performance. V2.0
Page 1 of 12
Date October 2013
Workbook
Developing and improving the customer service process CS301 (F/600/066)
Section 1: Explain how customer feedback can improve the customer service process Task 1: Describe the benefits of evaluating the customer service experience How does your organisations evaluation process support the organisation, its employees and customers?
Task 2: Describe and compare a range of techniques used in monitoring customer service delivery. Please ensure that you identify a minimum of three techniques for monitoring customer service. It is worth considering techniques that are currently used within your organisation. Please also include a comparison of advantages and disadvantages.
V2.0
Page 2 of 12
Date October 2013
Workbook
Developing and improving the customer service process CS301 (F/600/066)
Task 3: Design a method of obtaining customer feedback. Consider the methods used by the organisation that you work with. Please ensure that you include more than one method of communication.
Task 4: Explain how the outcome of an organisational SWOT analysis can be used to promote a cycle of continuous improvement Consider how the SWOT analysis can help to improve customer service.
V2.0
Page 3 of 12
Date October 2013
Workbook
Developing and improving the customer service process CS301 (F/600/066)
Task 5: Explain the techniques used to monitor and review the impact of any changes introduced in an organisation to customers, employees and the organisation. You should identify a minimum of two changes that your organisation has introduced recently.
V2.0
Page 4 of 12
Date October 2013
Workbook
Developing and improving the customer service process CS301 (F/600/066)
Section 2: Describe the process of promoting products and services Task 1: Explain how Unique Selling Points (USP) can influence the customer choice of products and services. Please consider one of your organisation’s USPs.
Task2: Define what a Unique Service Offer (USO) is and how it is used to differentiate service offers from that of competitors Please consider one of your organisations USOs.
V2.0
Page 5 of 12
Date October 2013
Workbook
Developing and improving the customer service process CS301 (F/600/066)
Task 3: Explain how organisations promote their products and services. Give a minimum of three examples of how your organisation currently promotes its products and services.
Task 4: Describe how cost-benefit analysis would influence the method used to promote a product or service. Please use a product or service that your organisation currently uses as an example.
V2.0
Page 6 of 12
Date October 2013
Workbook
Developing and improving the customer service process CS301 (F/600/066)
Task 5: Describe the importance of evaluating promotions. Please use the example provided in the question above as an example.
V2.0
Page 7 of 12
Date October 2013
Workbook
Developing and improving the customer service process CS301 (F/600/066)
Section 3: Explain the importance of effective teamwork and the monitoring of performance Task 1: Identify different communication techniques used when managing a team Please ensure that you identify the non-verbal and verbal techniques
Task 2: Describe the interpersonal skills required for effective team working Please identify a minimum of three interpersonal skills.
V2.0
Page 8 of 12
Date October 2013
Workbook
Developing and improving the customer service process CS301 (F/600/066)
Task 3: Explain the importance of effective service partnerships for the delivery of excellent customer service. Provide an example of a service partnership that is currently in place within your organisation.
Task 4: Explain the dynamics of team working.
V2.0
Page 9 of 12
Date October 2013
Workbook
Developing and improving the customer service process CS301 (F/600/066)
Task 5: Explain why it is important to agree set goals with team members. Consider a team you are or have worked within and why goal setting was important.
Task 6: Explain the methods used by organisations to set levels of customer service performance. Consider the levels of customer service performance and their effectiveness on the organisation.
V2.0
Page 10 of 12
Date October 2013
Workbook
Developing and improving the customer service process CS301 (F/600/066)
Task 7: Identify methods for monitoring the performance of individual and teams. Ensure that you identify at least three methods of assessing performance including individuals and teams.
Task 8: Identify methods for monitoring the performance of individual and teams. Provide two examples of the methods used to help team members assess their customer service skills.
V2.0
Page 11 of 12
Date October 2013
Workbook
Developing and improving the customer service process CS301 (F/600/066)
Task 9: Complete a personal development plan. Any development plan should follow SMART criteria - ie be Specific, Measurable, Achievable, Realistic and Time bound. Please attach your personal development plan to this workbook.
Candidate signature: Please sign and date the boxes to confirm that the answers that you have given are your own.
Date:
Assessor signature: Please sign to confirm that as the assessor you can confirm the evidence has been reviewed against the relevant unit assessment criteria for this qualification.
