Docstoc

SKILLS SCAN - DOC

Document Sample
SKILLS SCAN - DOC Powered By Docstoc
					                                                         SKILLS SCAN
                                                    Customer Service Level 2


                                           CANDIDATES NAME:……………………………………………………….


CANDIDATES MUST BE ABLE TO COMPLETE ALL MANDATORY UNITS – UNITS 1 TO 4 AND A FURTHER 1 UNIT FROM THE OPTIONAL UNITS. A TOTAL OF 5
                                     UNITS IS NECESSARY TO ACHIEVE THE FULL QUALIFICATION

UNIT        ELEMENT REQUIREMENTS            I do      I do      I      Please give examples of your work   Assessor Comments
                                             this     this   never
                                            often    Some-   do this
                                                     times
Mandatory   Establish effective
  Unit 1    relationships with customers

            Respond appropriately to
            customers

            Communicate information to
            customers

Mandatory   Prepare to deal with your
  Unit 2    customers

            Give consistent service to
            customers

            Check customer service
            delivery




                                                                           1
Mandatory    Build customer confidence in
Unit 3       the level of service provided

             Meet the ongoing needs and
             expectations of your
             customers

             Develop the relationship
             between your customers and
             your organisation
Mandatory    Identify customer service
  Unit 4     problems

             Select the best solution to
             resolve customer service
             problems

             Implement the solution to
             customer service problems

A total of 5 units is required for a full award

Candidates must complete all mandatory units and any one unit from the following optional units

                                                                OPTIONAL UNITS

UNIT         ELEMENT REQUIREMENTS            I do     I do      I      Please give examples of your work   Assessor Comments
                                              this    this   never
                                             often   some-   do this
                                                     times
 Optional    Use feedback to identify
  Unit 5     potential customer service
             improvements

             Contribute to the
             implementation of changes in
             customer service

             Assist with the evaluation of
             changes in customer service



                                                                           2
 Optional    Review performance in your
  Unit 6     customer service role

             Prepare a personal
             development plan and keep it
             up to date

             Undertake development
             activities and obtain feedback
             on your customer service
             performance
 Optional    Identify additional products
  Unit 7     or services that are available

             Inform customer about
             additional products or
             services

             Gain customer commitment
             to using additional products
             or services
 Optional    Collect customer service
  Unit 8     information

             Select and retrieve customer
             service information

             Supply customer service
             information

Assessor comments:


Assessor Signature:                               Date:


Candidate signature:                              Date:




                                              3

				
DOCUMENT INFO