Customer Service L3-Edi

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Vocational Qualification

Workbook

Accreditation number: F/600/0660

Version 6
Support Pack

Effective from: 1 September 2008

Accreditation Number:
500/4380/8

Version 1

EDI Level 3 Certificate in Customer Service

CU1080: Developing and Improving the Customer Service Process|

F/600/0660 Level 3: 7 Credits

Learner name:| Tracy Woollett|
Learner registration number:| |
Centre name/number:| |
Assessor/tutor name:| Fiona Hall |
Your job role (if applicable):| |
Main organisation: Hanover Start(This will either be the organisation the Learner is employed by or, if the Learner is not currently employed within the Customer Service sector an organisation they are familiar with.)| Reason for choosing this organisation:Customer service role was part of the management function. | UNIT SIGN OFFLearner signature:Date: I confirm that the answers given within this workbook are my own work| Assessor/tutor signature:Date: I confirm that the evidence in this workbook has been assessed against the assessment criteria for this unit and has judged for validity, authenticity, currency, reliability and sufficiency|

Assessment Guidance|

It is expected that the majority of learners who will be undertaking this qualification will be employed, possibly part time, within a customer service role in an organisation. The expectation is that learners will choose to complete this workbook in the context of their own job role. This method should allow learners to access the material required with ease and utilise the information in the workbook as evidence against a competence-based qualification where appropriate. However, it is necessary for an understanding to be developed that customer service methods will vary significantly in different types of organisation.

There is, however, no requirement that learners are employed in order to undertake this qualification and where this is the case it is vital that they gain knowledge and understanding of how customer service works in different organisations through case studies etc.

Although it is expected that in, the main, the workbook will be contextualised to one organisation that the learner is familiar with, there is no absolute requirement for all questions to be answered in relation to that one organisation. In particular, learners may find that some questions may not be relevant to their own organisation. Where this is the case, it is perfectly acceptable to answer in relation to a different organisation. It would be helpful for the assessor/tutor that the organisation involved is noted on the appropriate page.

The personal development plan must be completed on separate sheets of paper and attached to the workbook.

The final grade for this assignment will be pass or fail, there is no further grading. To achieve a pass, learners must complete the requirements of the assessment criteria, which are noted clearly by each task. Further information is included in the mark scheme.

Learners must complete the workbook task individually.
Customer Service QCF Level 3 Unit F/600/0660 Workbook|

Developing and Improving the Customer Service Process

Learning outcomes:

(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.

Questions:

(1) Think about how your organisation evaluates their customer service experience to continuously improve.

1(a)Identify a change that has been implemented recently.

Boundary Court was a retirement estate with 50 properties, ran by a housing association.Customers felt that all service was delivered by a faceless customer service centre, based 80 miles away, who didn’t appreciate the issues...
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