Level 1/2/3 Award In Customer Service (8992) 8992 Awards Qualification Handbook V7 2

User Manual: 8992

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Level 1/2/3 Award in Customer

Service (8992)

Qualification handbook

Ofqual Level 1: 500/3682/8

Ofqual Level 2: 500/3681/6

Ofqual Level 3: 500/3680/4

www.cityandguilds.com

October 2008 (October 2013)

Version 7.2

About City & Guilds

City & Guilds is the UK’s leading provider of vocational qualifications, offering over 500 awards

across a wide range of industries, and progressing from entry level to the highest levels of

professional achievement. With over 8500 centres in 100 countries, City & Guilds is recognised by

employers worldwide for providing qualifications that offer proof of the skills they need to get the

job done.

City & Guilds Group

The City & Guilds Group includes City & Guilds, ILM (the Institute of Leadership & Management)

which provides management qualifications, learning materials and membership services, NPTC

which offers land-based qualifications and membership services, and HAB (the Hospitality Awarding

Body). City & Guilds also manages the Engineering Council Examinations on behalf of the

Engineering Council.

Equal opportunities

City & Guilds fully supports the principle of equal opportunities and we are committed to satisfying

this principle in all our activities and published material. A copy of our equal opportunities policy

statement is available on the City & Guilds website.

Copyright

The content of this document is, unless otherwise indicated, © The City and Guilds of London

Institute 2010 and may not be copied, reproduced or distributed without prior written consent.

However, approved City & Guilds centres and learners studying for City & Guilds qualifications may

photocopy this document free of charge and/or include a locked PDF version of it on centre

intranets on the following conditions:

• centre staff may copy the material only for the purpose of teaching learners working towards a

City & Guilds qualification, or for internal administration purposes

• learners may copy the material only for their own use when working towards a City & Guilds

qualification

The Standard Copying Conditions on the City & Guilds website also apply.

Please note: National Occupational Standards are not © The City and Guilds of London Institute.

Please check the conditions upon which they may be copied with the relevant Sector Skills Council.

Publications

City & Guilds publications are available on the City & Guilds website or from our Customer Relations

department at the address below or by telephoning +44 (0)20 7294 2850 or faxing +44 (0)20 7294

2405.

Every effort has been made to ensure that the information contained in this publication is true and

correct at the time of going to press. However, City & Guilds’ products and services are subject to

continuous development and improvement and the right is reserved to change products and

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use of information in this publication.

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Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013) 1

Level 1/2/3 Award in Customer

Service (8992)

Qualification handbook

Version and date Change detail Section

7.0 July 2012 Removed requirement for QAP form Centre requirements – Routes (-21)(-

22) – Page 8

7.1 August 2013 product code for ordering on

demand exam papers added

Assessment

Section 5

7.2 October 2013 Unit numbers amended Structure

Units

Assessment

www.cityandguilds.com

October 2008 (October 2013)

Version 7.2

2 Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013)

City & Guilds

Skills for a brighter future

www.cityandguilds.com

Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013) 3

Contents

1 Introduction to the qualification 5

1.1 Qualification structure 6

1.2 Opportunities for progression 6

1.3 Qualification support materials 6

2 Centre requirements – Routes (-11)(-12)(-13) 7

2.1 Resource requirements 7

2.2 Candidate entry requirements 7

3 Centre requirements – Routes (-21)(-22) 8

3.1 Resource requirements 8

3.2 Candidate entry requirements 8

3.3 Quality assurance 9

Internal quality assurance 9

External quality assurance 9

4 Units 10

Unit 111/021 Principles of Customer Service – Level 1 11

Unit 112/022 Principles of Customer Service – Level 2 17

Unit 113 Principles of Customer Service – Level 3 31

5 Assessment 46

5.1 Summary of assessment methods (Routes (-11, -12, -13) 46

Time constraints 46

Performance codes 47

5.2 Summary of assessment methods – Hairdressing routes (-21, -22) 48

Time constraints 48

Appendix 1 Sources of general information 49

4 Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013)

City & Guilds

Skills for a brighter future

www.cityandguilds.com

Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013) 5

1 Introduction to the qualification

This document contains the information that centres need to offer the following qualification:

Qualification titles and levels

Level 1/2/3 Awards in Customer Service

City & Guilds qualification numbers Level 1 8992-11

Level 2 8992-12

Level 3 8992-13

Level 1 8989-21 (Hairdressing route) (UK only)

Level 2 8989-22 (Hairdressing route) (UK only)

Ofqual accreditation numbers Ofqual Level 1: 500/3682/8

Ofqual Level 2: 500/3681/6

Ofqual Level 3: 500/3680/4

Last registration date Consult the Walled Garden/Online Catalogue for last

dates

Last certification date Consult the Walled Garden/Online Catalogue for last

dates

These qualifications have been developed in response to employers’ needs for short, bite-sized

courses within the Business Support Skills sector. They are single unit qualifications and

complement our existing suite of Business and IT single subjects. We envisage that these customer

service qualifications could be used as part of the induction process ensuring the candidate

receives the necessary skills and knowledge to effect excellent customer service.

Customer Service skills are important in every sector and industry and these qualifications will

provide the generic customer service skills needed.

The qualifications are available at Levels 1-3 (Levels 1-2 for the Hairdressing route).

Europass certificates are available for all these qualifications.

The Level 1/2/3 Award in Customer Service (8992) aims to:

• meet the needs of candidates who work or want to work as in a range of job roles within the

Customer Service sector

• allow candidates to learn, develop and practise the skills required for employment and/or career

within the Customer Service sector or other sectors that require Customer Service skills

• provide valuable accreditation of skills and/or knowledge for candidates, without requiring or

proving occupational competence.

6 Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013)

1.1 Qualification structure

To achieve the Level 1, 2, 3 Award in Customer Service, learners must achieve 6, 8, 10 credits from

the mandatory units.

The table below illustrates the unit titles, guided learning hours credit value of each unit which will

be awarded to candidates successfully completing the required units and credits.

Accreditation

unit

reference

City &

Guilds unit

number

Unit title Mandatory/

optional for full

qualification

Credit

value

Guided

learning

hours

Y/501/4375

Unit 111 Principles of

Customer Service

Mandatory 6 30

T/501/4349

Unit 112 Principles of

Customer Service

Mandatory 8 60

D/501/4376

Unit 113 Principles of

Customer Service

Mandatory 10 90

1.2 Opportunities for progression

On completion of these qualifications candidates may progress:

• into employment

• within this suite of Customer Service awards, eg Level 1 to Level 2

• to other Business and/or IT single subject.

1.3 Qualification support materials

City & Guilds also provides the following publications and resources specifically for these

qualifications:

Description How to access

Sample test papers www.cityandguilds.com

Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013) 7

2 Centre requirements – Routes (-11)(-12)(-13)

This section outlines the approval processes for Centres to offer these qualifications and any

resources that Centres will need in place to offer the qualifications including qualification specific

requirements for Centre staff.

Centres already offering City & Guilds qualifications in this subject area

Existing centres wishing to offer this qualification will not need to gain qualification approval for

these qualifications.

2.1 Resource requirements

Human resources

Staff delivering these qualifications must be able to demonstrate that they meet the following

occupational expertise requirements. They should:

• be occupationally knowledgeable in the area(s) of [Customer Service] for which they are

delivering training. This knowledge must be at least to the same level as the training being

delivered.

• have credible experience of providing training.

Centre staff may undertake more than one role, eg Specialist Tutor and Invigilator, but the specialist

tutor must never be the sole invigilator.

Continuing professional development (CPD)

Staff are expected to support their staff in ensuring that their knowledge of the occupational area

and of best practice in delivery, mentoring and training, remains current, and takes account of any

national or legislative developments.

2.2 Candidate entry requirements

Candidates should not be entered for a qualification of the same type, content and level as that of a

qualification they already hold.

There are no formal entry requirements for candidates undertaking these qualifications However,

centres must ensure that candidates have the potential and opportunity to successfully gain the

qualifications.

Age restrictions

There are no age limits attached to candidates undertaking the qualifications unless this is a legal

requirement of the process or the environment.

8 Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013)

3 Centre requirements – Routes (-21)(-22)

This section outlines the approval processes for Centres to offer these qualifications and any

resources that Centres will need in place to offer the qualifications including qualification specific

requirements for Centre staff.

Centres already offering City & Guilds qualifications in this subject area

There is no fast track approval provision for this qualification.

3.1 Resource requirements

Human resources

Staff delivering these qualifications must be able to demonstrate that they meet the following

occupational expertise requirements. They should:

• be occupationally knowledgeable in the area(s) of [Customer Service] for which they are

delivering training. This knowledge must be at least to the same level as the training being

delivered.

• have credible experience of providing training.

Centre staff may undertake more than one role, eg Specialist Tutor and Invigilator, but the specialist

tutor must never be the sole invigilator.

Continuing professional development (CPD)

Staff are expected to support their staff in ensuring that their knowledge of the occupational area

and of best practice in delivery, mentoring and training, remains current, and takes account of any

national or legislative developments.

3.2 Candidate entry requirements

Candidates should not be entered for a qualification of the same type, content and level as that of a

qualification they already hold.

There are no formal entry requirements for candidates undertaking these qualifications However,

centres must ensure that candidates have the potential and opportunity to successfully gain the

qualifications.

Age restrictions

There are no age limits attached to candidates undertaking the qualifications unless this is a legal

requirement of the process or the environment.

Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013) 9

3.3 Quality assurance

This information is a summary of quality assurance requirements.

Providing City & Guilds qualifications gives full details and guidance on:

• internal quality assurance

• external quality assurance

• roles and responsibilities of quality assurance staff.

Internal quality assurance

Approved centres must have effective quality assurance systems to ensure optimum delivery and

assessment of qualifications.

Quality assurance includes initial centre approval, qualification approval and the centre’s own

internal procedures for monitoring quality. Centres are responsible for internal quality assurance,

and City & Guilds is responsible for external quality assurance.

External quality assurance

External quality assurance for the qualification will be provided by City & Guilds external moderation

process.

External moderation is carried out by appointed examiners to ensure that assessment is valid and

reliable, and that there is good assessment practice in centres.

10 Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013)

4 Units

Availability of units

The units for this these qualifications follow.

Structure of units

The units in these qualifications are written in a standard format and comprise the following

• City & Guilds reference number

• title

• level

• credit value

• unit aim

• relationship to NOS, other qualifications and frameworks

• endorsement by a sector or other appropriate body

• assessment

• learning outcomes which are comprised of a number of assessment criteria

• guidance notes

• unit owner.

Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013) 11

Unit 111/021 Principles of Customer Service – Level 1

Level: 1

Credit value: 6

Unit aims

The aim of this unit is to provide the candidate with the skills required to deliver efficient and reliable

customer service. They will gain an understanding of customer expectations and needs and will be

able to deal effectively with customer queries and complaints.

Learning outcomes

There are four learning outcomes to this unit. The candidate will:

• Know how to deliver good customer service

• Know different communication methods

• Know how to provide good customer service in line with organisational procedures

• Know how to effectively deal with customer queries, problems and complaints

Guided learning hours

The recommended Guided Learning Hours (GLH) for the qualification is 30 hours. This may be on a

full-time or part-time basis.

Details of the relationship between the unit and relevant national occupational standards

This unit is linked to the Level 1 N/SVQ in Customer Service.

Endorsement of the unit by a sector or other appropriate body

This unit is endorsed by the Institute of Customer Service.

Key Skills

This unit contributes towards the Key Skills in the following areas:

• Communication

Assessment and grading

This unit will be assessed by an externally set and marked test

The question paper will take the form of a series of short answer questions and scenario-based

tasks in which it is assumed that the candidate is dealing with customer queries and problems.

Assessment and grading (Hairdressing route (8992-21)

This unit will be assessed by an externally set and internally marked test which will be externally

verified.

The question paper will take the form of a series of short answer questions and scenario-based

tasks in which it is assumed that the candidate is dealing with customer queries and problems.

12 Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013)

Unit 111/021 Principles of Customer Service – Level 1

Outcome 1 Know how to deliver good customer service

Assessment criteria

Underpinning knowledge

The candidate can:

1.1 Identify different types of customers.

1.2 Identify different needs of customers.

1.3 State what is meant by customer satisfaction.

1.4 State what is meant by customer expectations.

Notes for Guidance

1.1 There are many types of customers. A customer can be an individual or an organisation.

Customers can be internal eg from another part of the same organisation or colleagues;

external eg individuals; businesses including suppliers. Customers may come from different

age groups, cultural and social backgrounds or have health, language or learning issues.

Customers may also have different attitudes eg assertive, angry and confused.

1.2 Customers will have different needs eg for information, assistance, advice, guidance. They

may want to be served swiftly with little assistance or may require a lot of advice and support.

Customers may also be those who have very specific special requirements eg health such as

hearing or sight impaired, mobility, language, age, cultural needs or specific learning

difficulties. Whatever the needs, the candidate will require first to identify those needs.

1.3 The candidate should be able to identify that customer satisfaction occurs when a customer is

happy with the service and /or product provided. Customer satisfaction is when a customer’s

needs and expectations have been met.

1.4 Customer expectations are what customers think should happen and how they believe they

should be treated when asking for or receiving customer service. Customers also have

expectations of the products they purchase eg they have certain expectations of what the

products will deliver. The candidate should be able to identify that different customers will

have different expectations eg meeting timescales, keeping promises, value for money,

quality presentation, fit for purpose, reliability, easy to use, friendliness of employees.

Customer expectations are formed eg through what customers see, hear, what they read and

what ‘messages’ an organisation sends ie via its reputation and brand and what actually

happens to them when dealing now and in the past with an organisation.

Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013) 13

Unit 111/021 Principles of Customer Service – Level 1

Outcome 2 Know different communication methods

Assessment criteria

Underpinning knowledge

The candidate can:

2.1 State effective methods of communication to use when dealing with different customers.

2.2 State how to use questions when dealing with different customers.

2.3 Identify positive and negative body language and facial expression.

2.4 State how customers’ body language impacts on customer service.

2.5 State how own body language impacts on customer service.

Notes for Guidance

2.1 A service deliverer’s communication should be clear, respectful, polite, confident, using the

appropriate technical terms and adopted to meet individual needs. The different methods of

communication are:

• Face-to-face.

• Written communication eg letter, email.

• Telephone and text.

Face-to-face – is about eye contact and active listening. ‘Normal’ eye contact may differ

across cultures; ‘active listening is about head nodding, gestures and repeating back

phrases that are heard and confirmation of understanding. Face to face can allow the

candidate to see when additional assistance in understanding is needed by the customer.

Written communication is eg letter, email, memos and reports. There will be organisational

guidelines on when and how to use written communication eg house styles, layout,

language to be used etc. A written letter is likely to be necessary when a formal response is

required by an external customer while memos and emails are likely to be used for internal

communication. However there may be customers who have certain difficulties with written

communication and this requires to be recognised.

Telephone communication is a frequently used method of communication but it does

require the candidate to speak clearly and slowly to allow for the possibility that reception

on the ‘telephone line’ may not be perfect. They also need to adapt speech to meet the

individual needs of customer eg those who do not have knowledge of the language or who

are perhaps hearing impaired. Increasingly, text is being used but like written

communication it must be clear and easily understood.

14 Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013)

2.2 In order to find out customers’ requirements, different questions may need to be asked to

gain the information required. Some customers will easily give answers but others will require

open and probing questioning in order to gain more information. Closed questions are used

when a yes or no answer is needed, usually to confirm understanding. Open questions begin

with who, what, where, when, why and how.

2.3 Body language is about interpreting facial expressions, gestures and posture, it must be taken

into account together with the words a customer uses. Positive body language is eg the

candidate makes eye contact with the customer which the customer sees as positive

behaviour; or when the candidate smiles. Negative body language is when there is no smile,

or the candidate folds their arms and adopts an aggressive stance. Facial expressions can

also affect customers as a frown can look unwelcoming, no eye contact can show dishonesty

or lack of interest. (Positive and negative body language, along with facial expressions can be

perceived differently according to the culture.)

2.4 Positive body language in turn produces positive behaviour. Negative body language can at

times produce negative behaviour. The potential impact of a range of negative body language

displayed by the customer eg aggression, pointing, hands on hips can in turn make the

service deliverer feel nervous or under threat and respond in a defensive manner. Customers

who are positive and understanding are likely to encourage a service deliverer to respond in

the same way.

2.5 Negative body language by the candidate can turn a positive experience into a negative for

the customer. It may escalate a situation or produce a complaint and may affect a customer’s

perception of the organisation and overall satisfaction. Body language can signal pleasure,

anger, frustration or aggression without the candidate realising it and can affect the

behaviour of the customer who reacts accordingly.

Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013) 15

Unit 111/021 Principles of Customer Service – Level 1

Outcome 3 Know how to provide good customer service in line

with organisational procedures

Assessment criteria

Underpinning knowledge

The candidate can:

3.1 State the importance of providing products and services which are ‘fit for purpose’.

3.2 State the importance of customer and organisation confidentiality.

3.3 State the limits of own authority.

Notes for Guidance

3.1 It is important to realise that customers have expectations of the products and services being

delivered. Products should be of satisfactory quality and fit to do the job they were intended

for and the service should meet the promised service offer. Failure to provide products and

services which are fit for purpose is likely to damage an organisation’s reputation, result in a

loss of business and increase the number of complaints.

3.2 The candidate requires to be aware of the need to protect the interests of customers and

their respective organisations when working with customer service records. Organisations

hold lots of ‘personal information’ about customers eg account details, addresses and this

information cannot be disclosed to anyone who asks for it. They should understand that there

is a need to maintain confidentiality as it may be a legal requirement. However, there should

also be an understanding that any loyalty and goodwill which exists between customers and

the organisation will be lost if confidentiality is breached. If sensitive details were given out, it

would result in a loss of the customer and of their trust.

3.3 The candidate should be aware that many organisations have recognised systems and

procedures eg for solving and dealing with customer problems and complaints and they

should be aware that within those systems and procedures there are guidelines on what they

are allowed to do and what not. In every organisation there will be procedures that will detail

exactly what an employee can do and when they should refer to others. The reason there are

limits is because there needs to be consistency in the way customer service is delivered.

There are times when certain tasks can only be carried out and decisions made by those with

the relevant training and experience and the appropriate level of responsibility.

16 Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013)

Unit 111/021 Principles of Customer Service – Level 1

Outcome 4 Know how to effectively deal with customer

queries, problems and complaints

Assessment criteria

Underpinning knowledge

The candidate can:

4.1 State how to deal with customer queries.

4.2 Identify common customer problems and complaints.

4.3 State how to deal with problems and complaints.

Notes for Guidance

4.1 The candidate should understand it is always vital to communicate in a clear, polite and

confident way, following organisational procedures. Queries should be dealt with swiftly and

accurately. The candidate should listen carefully to what has been stated and confirm

understanding. When dealing with queries, it is always important to keep the customer

informed of what is happening and to ensure the most up to date information and advice is

referred to.

4.2 The candidate should be able to identify a variety of common customer problems and

complaints. Customers complain when their needs and expectations are not met eg faulty

goods, poor quality, price, value, incorrect stock, failure to return calls, failure to meet

deadlines, poor attitude of staff. They should also realise that they, through their attitude, lack

of knowledge etc, can contribute to a complaint or cause a problem.

4.3 Complaints are a valuable source of customer feedback and assist in the process of

continuous improvement. In dealing with a problem or complaint, the candidate should

remain calm at all times. Candidates should acknowledge the complaint or problem, listen

carefully to the customer, empathise with them and arrive at a mutually acceptable solution

which may be to consult with or refer to others. The candidate needs to be aware that their

positive attitude in dealing with a problem can prevent it becoming a complaint.

Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013) 17

Unit 112/022 Principles of Customer Service – Level 2

Level: 2

Credit value: 8

Unit aims

The aim of this unit is to provide the candidate with the skills required to deliver efficient and reliable

customer service. They will gain an understanding of the importance of an organisations customer

service policies and procedures. Candidates’ will learn how to communicate effectively with

different types of customer.

Learning outcomes

There are six learning outcomes to this unit. The candidate will:

1 Know how to deliver good customer service to different types of customers

2 Know organisational customer service policies and procedures

3 Understand the benefits to an organisation of having a good reputation

4 Understand the qualities and attributes required in the customer service role

5 Understand importance of responding effectively to customers’ needs, expectations and

complaints

6 Understand the importance of different methods of communication used to deal with different

types of customers.

Guided learning hours

The recommended Guided Learning Hours (GLH) for the qualification is 60.This may be on a full-time

or part-time basis.

Details of the relationship between the unit and relevant national occupational standards

This unit is linked to the Level 2 N/SVQ in Customer Service.

Endorsement of the unit by a sector or other appropriate body

This unit is endorsed by the Institute of Customer Service.

Key Skills

This unit contributes towards the Key Skills in the following areas:

• Communication

Assessment and grading

This unit will be assessed by an externally set and marked test

The question paper will take the form of a series of short answer questions and scenario based

tasks in which it is assumed that the candidate is dealing with customer queries and problems.

Assessment and grading (Hairdressing route (8992-22)

This unit will be assessed by an externally set and internally marked test which will be externally

verified.

The question paper will take the form of a series of short answer questions and scenario-based

tasks in which it is assumed that the candidate is dealing with customer queries and problems.

18 Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013)

Unit 112/022 Principles of Customer Service – Level 2

Outcome 1 Know how to deliver good customer service to

different types of customers

Assessment criteria

Underpinning knowledge

The candidate can:

1.1 Describe different types of customers.

1.2 Describe different types of customer needs.

Notes for Guidance

1.1 The candidate should be able to identify that there are different types of customers and

describe how they should adapt their behaviour to deal with each type. A customer can be an

individual or an organisation. Customers can be internal, eg from another part of the same

organisation or colleagues; external, eg individuals, businesses including suppliers.

Customers may also be those who require special assistance for example those who have

specific requirements eg health, language, age, cultural needs or who have specific learning

difficulties. Customers may also be assertive, angry, confused, know what they want or

require a lot of assistance.

1.2 Customers have different needs eg they may want to be served swiftly with little assistance or

may require a lot of advice and support. Customer needs may be for example for:

• General information, eg directions, facilities, price, availability.

• Health, safety and security.

• Assistance, eg for elderly parents who need help with mobility access.

• A certain level of service, eg that timescales are met, promises kept, value for money,

quality presentation.

• Help identifying products and services to meet their expectations.

• More detailed, up to date product knowledge.

Customers may also be those who have very specific requirements eg health related such as

hearing or sight impairment or language/age-related/cultural needs or learning difficulties.

Whatever the needs the candidate will require first to identify those needs, deal with them

appropriately adapting their behaviour where necessary.

Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013) 19

Unit 112/022 Principles of Customer Service – Level 2

Outcome 2 Know organisational customer service policies and

procedures

Assessment criteria

Underpinning knowledge

The candidate can:

2.1 Describe the benefits to an organisation of having a customer service policy.

2.2 Explain how an organisation’s customer service policy contributes to good customer service.

2.3 State the types of information and records an organisation keeps about its customers.

2.4 Describe the purpose of different organisational customer service policies and procedures.

Notes for Guidance

2.1 The candidate should be able to explain what is meant by a customer service policy and how

it impacts on the service given and expected. Customer service policies normally include

guidance to customers on eg how to make a complaint/follow grievance procedures, the

refund policy to be applied and timescales to be followed. It also dictates to the service

deliverer how the customer should be dealt with and the level of customer service to be

given.

The customer service policy sets the basis on which the organisation will provide a service to

its customers. The customer will know this is what they can expect while the organisation will

know what to deliver. The benefit of having a customer service policy is that it enhances the

customer service of the organisation which can in turn increase the level of business.

2.2 The candidate should be able to explain that a customer service policy ensures there is a

consistent delivery of customer service and indicates to the customer what they can expect

and how to complain if they do not get it.

A customer service policy may also indicate to the customer the organisation’s ethical

standards. Ethical standards influence how decisions are made when resolving customer

problems and the behaviour of employees towards customers. Organisational ethics include

personal qualities such as responsibility, integrity, and honesty, but also:

• openness

• ethical leadership

• pride in reputation

• social awareness.

20 Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013)

2.3 The candidate should understand that there is a variety of sources of customer information

which might be appropriate to use in support of the customer service process. They should

understand that organisations have processes and procedures relating to the recording and

storing of customer service information and the keeping of records.

The candidate needs to be able to identify a range of customer service records eg basic

customer details such as name, address etc; notify a change in personal circumstances such

as change of address; notify a change to a regular order; place a new order; complain or say

‘thank-you’; give feedback on a product or service; user evaluation; make a

warranty/guarantee claim. There may also be legislation impacting upon the recording,

storing and processing of customer information.

2.4 Organisations will have customer service policies and procedures which will dictate how

customers should be dealt with and the level of service to be offered. They may have policies

and procedures relating to:

• Service standards

• Feedback systems

• Complaints procedures

• Emergency procedures

Organisations write procedures for staff to follow to ensure that a specific job or task is

completed in a set way to achieve the same outcome and level of service. A procedure may

also be in place to ensure that legislative requirements are met.

Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013) 21

Unit 112/022 Principles of Customer Service – Level 2

Outcome 3 Understand the benefits to an organisation of

having a good reputation

Assessment criteria

Underpinning knowledge

The candidate can:

3.1 Describe the benefits of a good reputation for an organisation.

3.2 Explain how an organisation can build a good reputation.

3.3 Explain what can damage an organisation’s reputation.

Notes for Guidance

3.1 The benefits of a good reputation can be:

• increased sales

• fewer complaints

• new customers

• increased compliments

• repeat business/brand loyalty

• referred business

• increased market share

• reduced staff turnover

• job satisfaction and staff motivation.

Having a poor reputation leads to eg a loss of business, a downturn in profits and is difficult

to change. When things go wrong, the candidate should understand that an organisation

can recover from a bad situation with an individual customer if there is a good previous

background of achieving customer satisfaction: customer loyalty may exist and the

customer may be won back. Candidates should understand therefore that it is easier and

cheaper to retain existing customers than attract new ones.

A good reputation means the organisation has a loyal customer base and through word of

mouth from those customers can increase this customer base.

3.2 To build a strong reputation means that an organisation has to attract customers to use its

products or services, put things right if they go wrong, create a positive impression and

build its reputation over time. To improve its reputation an organisation has to listen to its

customers, meet their needs and expectations and respond to feedback. To build a good

reputation an organisation should also provide a consistent and transparent service offer

and have a fully trained and professional staff to implement this, monitoring the

effectiveness of this service offer over time.

22 Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013)

3.3 Damage to an organisation’s reputation can be caused in many ways. The candidate should

be able to explain that customer expectations are influenced by the experience they

expected from the organisation and from experiences they have had in similar service sectors

eg hotels, restaurants, supermarkets, travel. The way an organisation deals with customers,

the service it gives, the quality of the products/service offered and how customers are dealt

with should problems occur, all impact on an organisation’s reputation. The candidate should

be able to explain that all customer experiences, good and bad, will build into an overall

impression of the quality of an organisation.

An organisation’s reputation can be damaged by:

• inefficient or untrained staff

• poor service

• poor staff attitude

• not fulfilling promises

• poor value for money

• poor quality of products

• products not fit for purpose

• disclosing customer details/information therefore betraying customer trust

• unethical practices.

Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013) 23

Unit 112/022 Principles of Customer Service – Level 2

Outcome 4 Understand the qualities and attributes required in

the customer service role

Assessment criteria

Underpinning knowledge

The candidate can:

4.1 Describe the key qualities required in the customer service role eg professionalism,

communication skills and appropriate body language.

4.2 Describe the key attributes required in a customer service role.

4.3 Describe how to present a professional and knowledgeable image to customers.

Notes for Guidance

4.1/4.2 The candidate should be able to describe the qualities a customer service deliverer needs in

their ‘toolkit’ and the key attributes required.

Professionalism – having the right attitude to achieve customer satisfaction whilst ensuring

the needs of the organisation are also met; being aware of the importance of creating a

good first impression in terms of personal presentation, attitude and behaviour; always

being professional despite difficult circumstances eg being under pressure through lack of

time, during busy periods; being aware of what the organisation expects of its service

deliverers; knowing what you can do within the limits of your authority; having the

appropriate knowledge; keeping promises and building customer trust.

Communication skills – The candidate should be able to list the different ways of

communicating with customers eg face-to- face, by telephone, in writing (email, letter, fax).

They should be able to describe the key principles associated with each method of

communication.

Appropriate body language – The candidate should be able to explain that interpreting body

language should not be taken in isolation from the words a customer uses. They should be

able to explain body language is about interpreting facial expressions, gestures and posture

and it needs to be taken into account together with the words a customer uses.

They also need to understand that they convey messages to others through their own body

language and be able to describe the potential impact of a range of body language

variations, eg standing very close to a customer versus standing at a distance, folded arms

versus open arms, giving lots of eye contact, giving no eye-contact, frowning versus smiling.

Inter-personal skills – The candidate should understand the interpersonal skills required in a

customer service role which include effective listening, decision-making, questioning skills,

telephone techniques, IT skills, team-working skills, problem-solving skills, personal

development skills and information gathering skills.

Team working - The candidate needs an understanding of what effective team-working is all

about, eg working co-operatively with colleagues, showing sensitivity to the needs and

24 Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013)

feelings of others, working effectively with others to complete an allotted task, responding

positively to requests for help or support.

4.3 In order to present a professional and knowledgeable image to customers, the candidate

should ensure their knowledge is up to date at all times and be able to identify the sources of

information about products and/or services within their customer service environment. These

could include: catalogues, brochures, price lists, colleagues, internet, intranet, training

sessions, organisational product and/or service information/literature, word of mouth from

customers. Candidates should also be able to explain how they use these sources of

information to keep up to date eg by frequently checking the validity of the information they

use, asking colleagues, checking the organisation’s website/newsletters/intranet/in-house

magazines, attending team meetings and product /service awareness sessions. With this

knowledge and good communication skills they should be able to approach customers

confidently thus presenting a professional image.

A service deliverer’s presentation, approach and attitude can create the first impression a

customer has of the organisation and it is important to realise that creating a good impression

is vital – there is no second chance to create a good first impression.

Service deliverers should always be professional despite difficult circumstances eg being

under pressure through lack of time, during busy periods.

Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013) 25

Unit 112/022 Principles of Customer Service – Level 2

Outcome 5 Understand importance of responding effectively to

customers’ needs, expectations and complaints

Assessment criteria

Underpinning knowledge

The candidate can:

5.1 Describe how to identify and confirm a customer’s expectations.

5.2 Explain the importance of responding promptly to a customer seeking assistance.

5.3 State the importance of keeping the customer informed and reassured.

5.4 State the importance of explaining to customers when their needs or expectations cannot be

met.

5.5 Explain the importance of gathering feedback to help meet customers’ expectations.

5.6 Describe methods of gathering customer feedback.

Notes for Guidance

5.1 Customer expectations are what customers think should happen and how they believe they

should be treated when asking for or receiving customer service. Customer expectations are

formed eg through what customers see, hear, what they read and what ‘messages’ an

organisation sends, ie via its reputation and brand and what actually happens to them when

dealing now and in the past with an organisation.

The candidate should recognise that customers’ expectations may differ from what they

actually need or what the organisation is prepared to supply. The candidate should be able to

explain that a service deliverer needs to be able to judge customers’ expectations by

identifying and understanding their needs. This happens through the use of well-developed

inter-personal skills which enable a service deliverer to accurately identify customers’ needs

and then confirm understanding. In identifying customer needs the candidate will use open

questioning ensuring they listen carefully to the responses, using probing questions to gather

further information. Finally they will use closed questions to confirm their understanding.

5.2 A prompt response is needed for customers at all times - during routine delivery of customer

service, during a busy period for the organisation, during a quiet period for the organisation,

when people, systems or resources have let the customer down. Customers expect to be

dealt with promptly and failure to do this can result eg in a basic request for assistance

turning into a complaint or problem as the customer becomes frustrated; loss of that

customer as they may go to a competitor; loss of reputation as the customer tells others by

word of mouth of the poor customer service they receive.

It is important to deal properly and promptly with any customer complaint within the

organisation’s recognised systems and procedures for doing so, in order to retain the

customer.

26 Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013)

Learners must know the procedures for handling customers’ complaints, which will include:

• acknowledging the complaint

• apologising for inconvenience

• prompt attention to situation

• identifying questions to answer

• investigate the complaint

• identifying problems to resolve.

Strategies to deal with complaints involve avoiding conflict and not reacting to possible anger

from customers face-to face, on the telephone or in writing.

Use the HEAT strategy (Hear, Empathise, Apologise, Take ownership).

5.3 Customers have expectations that if they are told they will be kept informed, then this will

happen. Failure to do this can frustrate a customer, turning a basic query into a possible

complaint or problem. It is especially the case that when a customer is concerned or has

made a complaint, that they are kept informed and reassured of actions being taken. Keeping

promises to maintain contact with a customer is important and builds a relationship with the

customer and creates loyalty. An organisation’s reputation can be damaged through not

maintaining contact with customers. Even when on the telephone, it is important to ensure

customers are kept informed, and regularly updated, and told if they are going to be ‘on hold’.

5.4 The candidate should understand customer service is not just about saying ‘yes’ to

customers. They should understand it is necessary to balance the needs of both customer

and organisation. This may involve them in influencing the customer and negotiating with the

customer in order to reach an agreement. The candidate should be able to describe how to

explain to a customer why their needs and expectations cannot be met, explaining that the

organisation has policies and procedures that need to be followed and ensuring the customer

leaves with a positive feeling towards the organisation despite not getting what they may

have wanted.

5.5 Customer expectations are constantly changing and the candidate needs to understand that

organisations use customer feedback to continuously improve their customer service

systems and procedures and meet those changing expectations. Customer feedback can let

an organisation know when customers are unhappy or dissatisfied, allowing them to address

the situation with the customer or make any necessary changes to their customer service.

Customer feedback needs to be gained, as failure to find out customer expectations or about

customer dissatisfaction could lead to the loss of the customers. Complaints should be

viewed as a valuable source of direct customer feedback on a product or service and analysis

of a complaints log can assist in the process of continuous improvement.

Positive customer feedback can be motivational and should always be fed back to staff.

Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013) 27

5.6 Customer feedback is what the customer reports back to an organisation about the customer

service experience. Customer feedback can be informal, ie gathered through the noting of

spontaneous customer feedback such as chance remarks or comments, verbal or in writing,

made by customers without being asked; and/or through formal methods of gathering

customer feedback eg:

• Questionnaires.

• Surveys.

• Service calls.

• Interviews.

• Consumer panels.

• Suggestions box.

• Complaints log.

28 Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013)

Unit 112/022 Principles of Customer Service – Level 2

Outcome 6 Understand the importance of different methods of

communication used to deal with different types of

customers

Assessment criteria

Underpinning knowledge

The candidate can:

6.1 Select the most appropriate way of communicating with a customer to meet their needs.

6.2 Explain how non-verbal communication affects the behaviour of the customer.

6.3 Explain the importance of communicating with the customer that their expectations have been

fully understood.

Notes for Guidance

6.1 Candidates should realise it is important to adapt methods of communication to meet the

individual needs of a range of customers including those:

• with language difficulties

• with health issues

• of different age groups

• with cultural differences

• with learning difficulties.

For example, where there are language difficulties it may require that the candidate talks

more slowly, clearly and without the use of jargon. The candidate should understand it is

always vital to communicate in a clear, polite and confident way. By judging a customer’s

expectations and by identifying and understanding their needs, candidates should be able to

explain that this may often mean they have to adapt their own behaviour and how they

communicate with the customer.

The different methods of communication are:

• face-to-face

• written communication eg letter, email

• telephone and text.

Face-to-face – is about eye contact and active listening. ‘Normal’ eye contact may differ

across cultures. Being a good or active listener ensures the exchange of information between

the speaker and the listener is correctly understood.

Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013) 29

To listen actively:

• make eye contact

• pay attention to the words, expressions, and body language of the speaker

• use positive body language to express your continued concentration

• use encouraging phrases such as "I see" or "Go on"

• do not interrupt – allow the speaker to finish

• give the person your complete attention

• summarise the discussion to bring the conversation to a close.

Face to face can allow the candidate to see when additional assistance in understanding is

needed by the customer.

Written communication is eg letter, email, memos and reports. There will be organisational

guidelines on when and how to use written communication eg house styles, language to be

used etc. Written communication will be necessary when a formal response is required by

the customer. However there may be customers who have certain difficulties with written

communication and this requires to be recognised.

Telephone communication is a frequently used method of communication but it does require

the candidate to speak clearly and slowly to allow for the possibility that reception on the

‘telephone line’ may not be perfect. They also need to adapt speech to meet the individual

needs of customer eg those who do not have knowledge of the language or who are perhaps

hearing impaired. Increasingly text messaging to mobile (cell) telephones is being used but,

like written communication, it must be clear and easily understood.

6.2 Non-verbal communication or body language is about the use of facial expressions, gestures

and posture when communicating. The candidate should be aware that a service deliverer

also conveys messages through their own body language, negative versus positive, eg

standing very close to a customer versus standing at a distance; folding arms versus open

arms; giving lots of eye contact, giving no eye contact; frowning versus smiling. Body

language can signal pleasure, anger, frustration or aggression without you realising it and can

affect the behaviour of the customer who reacts to what they perceive the message to be and

vice versa.

They should also understand how their own personal presentation, approach and attitude will

influence the customer’s perception of the service delivered and also influence the perceived

image of the organisation.

6.3 Different types of customers have different expectations about what they think should

happen and how they think they should be treated. However no matter the type of customer,

it is important to meet their expectations and confirm with them that they have been

understood correctly and met. It is easy to assume that expectations have been met but

important to check this and to ensure the customer agrees in order to achieve customer

satisfaction.

The candidate should be able to identify customers who know what they want, others who

have a vague idea of what they want, customers who are confused, customers who are angry

or abusive. They should understand that those who know what they want, need a fast and

efficient service or sale that immediately meets their needs; those who have a vague idea of

what they want will need more work with relevant questions being asked and the relevant

products or services being suggested; those who are confused will need more time with more

explanation being given on the services/products and more time spent to ensure that the

30 Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013)

products/services being offered are understood by the customer and meet their needs. The

candidate should be able to explain why those who are angry or abusive will need to be dealt

with calmly and why a situation or problem will need to be resolved to their satisfaction.

Techniques to ensure understanding of customer expectations include paraphrasing,

clarifying, probing, verifying and summarising.

Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013) 31

Unit 113 Principles of Customer Service – Level 3

Level: 3

Credit value: 10

Unit aims

The aim of this unit is to provide the candidate with the skills required to deliver efficient, reliable

customer service and to give them an understanding of the benefits of developing their own as well

as others skills within the customer service environment. In addition, they will understand how

customer service can be developed, monitored and improved.

Learning outcomes

There are seven learning outcomes to this unit. The candidate will:

• Know the key features of a service offer and its effects on customer expectations

• Know how to deliver reliable customer service

• Understand how to deal with different customer behaviours to ensure customer satisfaction

• Understand how customer service can be developed and improved

• Understand how the promotion of products and services can benefit the customer and the

organisation

• Understand the benefits of team-working in delivering good customer service

• Understand how to develop the customer service skills of self and others

Guided learning hours

The recommended Guided Learning Hours (GLH) for the qualification is 90 hours. This may be on a

full-time or part-time basis.

Details of the relationship between the unit and relevant national occupational standards

This unit is linked to the Level 3 S/NVQ in Customer Service.

Endorsement of the unit by a sector or other appropriate body

This unit is endorsed by the Institute of Customer Service.

Key Skills

This unit contributes towards the Key Skills in the following areas:

• Communication

• Application of number

• Improving own learning and performance

Assessment and grading

This unit will be assessed by an externally set and marked test.

The question paper will take the form of a series of short answer questions and scenario based

tasks in which it is assumed that the candidate is dealing with customer queries and problems.

32 Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013)

Unit 113 Principles of Customer Service – Level 3

Outcome 1 Know the key features of a service offer and its

effects on customer expectations

Assessment criteria

Underpinning knowledge

The candidate can:

1.1 Describe the key features of a service offer and how this can be affected by financial and other

resource limitations.

1.2 Explain how a service offer can be affected by financial and resource limitation

1.3 Describe what effects the service offer may have on the customer’s expectations.

1.4 Explain how customer expectations are formed.

Notes for Guidance

1.1 A service offer or customer charter exists between customers and their service provider. The

service offer sets the basis on which the organisation will provide a service to its customers.

Customers will know that this is what they can expect while organisations know what they

must deliver. Service offers cannot cover everything a customer may want, but key features

may include:

• quality of product/service

• timescales for responses

• guarantees

• accessibility/equal opportunities

• ethical promises

• complaints procedure

• refunds and compensation policy

• appeals procedure.

In summary, it collectively states the level of service by recording the common understanding

about services, priorities, responsibilities and guarantees.

The candidate should also understand that organisations may enter into contractual

agreements with customers, the implications of these contracts and that they may be legally

binding.

A service level agreement usually exists between organisations to specify the level of service

to be provided, eg between an organisation and an IT help desk provider.

1.2 A service offer or service level agreement will be affected by financial and resource limitations

which will determine what can be offered. An organisation needs to survive and needs to

consider the budget and resources they have available before drawing up its service offer, eg

it will not offer a 24-hour service if the staff are not available or the need for such a service is

not financially viable. The economic position and resources available to an organisation, may

Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013) 33

mean that the service offer needs to be reviewed in order to reflect a realistic level of service.

Legislation may also impact upon service delivery and the service offer.

1.3 The candidate should recognise that customer expectations are affected by the service offer

in terms of quality, price and performance.

1.4 Expectations are formed:

• through what customers hear and see

• what customers read and the messages the organisation sends (ie via its reputation

and brand)

• by what actually happens to customers when dealing now and what happened in

the past with an organisation.

Customer expectations will be specific to different industries but broadly fall into expectations

about:

• level of service

• value for money

• hygiene and health and safety

• luxury factor.

Customer expectations are heavily influenced by word of mouth (eg friends and family) and

the media, brand reputation, changing trends and advertising. Customers may also have had

experiences with similar organisations which impact upon their overall impression and

expectations of that particular sector.

Customer expectations are what customers think should happen and how they believe they

should be treated when asking for or receiving customer service. If they do not receive this

level of service they will be disappointed and customer loyalty may be lost and the reputation

of the organisation damaged. The candidate should recognise customer expectations are

constantly changing and in order to continue to meet or exceed expectations, organisations

seek continuously to review their customer service offer, dependent on finance and

resources available.

34 Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013)

Unit 113 Principles of Customer Service – Level 3

Outcome 2 Know how to deliver reliable customer service

Assessment criteria

Underpinning knowledge

The candidate can:

2.1 Describe how staff resource implications can affect the delivery of reliable customer service.

2.2 Explain the need to have reliable information for customers and identify the sources of this

information.

2.3 Explain the need to have effective systems for recording, storing and retrieving feedback.

2.4 Describe how to identify useful customer feedback.

2.5 Describe how to decide which feedback should be used.

2.6 Explain the need to maintain the security and confidentiality of data.

2.7 Describe the potential impact on the customer and organisations of not maintaining

confidentiality of data.

Notes for Guidance

2.1 Having sufficient well trained and professional staff is very important in providing reliable

customer service. Staff should be fully trained in the organisation’s procedures in order to

provide consistent service and with a sufficient skills base, in order to lessen the impact on

service level of any increase in demand through, eg staff absence, promotion or advertising

campaign, seasonal issues. Lack of staff will result in customers waiting for assistance and

possibly going elsewhere. Lack of staff can also result in loss of sales and damage to a

previously good reputation. If there are insufficient staff, customers can become angry and

the number of complaints is therefore likely to increase. Supervisors and managers need to

plan for adequate staff resources to be available to cover busy or exceptional circumstances.

Customers should be able to expect the same level of service during a busy period for the

organisation, during a quiet period for the organisation, or when people, systems or

resources have let them down.

2.2 The candidate should be able to recognise that individual staff members need knowledge and

skills to support the customer service offered. Professional and knowledgeable staff can

approach customers with confidence and ensure that they in turn are confident in the

information and service they give. A lack of knowledgeable, well-informed staff can result in

misinformation being given to customers and customers losing faith in the reliability of the

information and the organisation itself. The candidate should be able to identify sources of

relevant and reliable information about products and services eg inter/ranet, competitors,

trade associations, trade magazines, newspapers, catalogues, brochures, price-lists, trade

fairs, training sessions, colleagues.

Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013) 35

2.3 Customer feedback provides information on the service being given and how it is meeting

customer expectations. The organisation will be able to monitor and analyse performance

from this feedback. Not recording customer feedback can result in missing changes to

customer expectations and needs, and a loss of those customers. It is important that the

feedback is recorded be it informal eg remarks made by the customers or formal eg from

questionnaires, analysed and used to improve the customer service offered. Record-keeping

system for customer complaints, feedback on products, purchase trends can also be used to

monitor customer service delivery. The candidate should be able to explain how analysis of

records can help to identify trends in customer service delivery. These trends might lead to a

need for process improvement or they might suggest that an individual’s performance needs

addressing.

The candidate should be able to give specific examples of how feedback collected, recorded

and analysed has contributed towards continuous customer service improvement.

It is also important to note that information recorded must also need to meet legislative

requirements.

2.4/2.5 Customer feedback can be collected using a range of methods eg informal - asking questions

verbally during discussion either face-to-face or on the telephone; recording unsolicited

customer comments; spontaneous customer feedback, or formal eg formal interviews, one

to one, or in a group; written questionnaires; focus groups; street surveys; telephone surveys;

direct mailings; mystery shoppers; suggestion boxes.

The effectiveness of each method of gathering customer feedback would depend on the

situation it was used in. The cost and percentage of response for example would have to be

considered as a lack of response is unlikely to give useful information. Effective feedback

requires that the initial method asks the required questions and targets the correct group.

Formal feedback is where set questions are asked to find out specific detail while informal

feedback tends to be spontaneous and; while useful information can be obtained, it is not

gathering data on specifics. Formal methods of gathering feedback can be aimed at a specific

group of customers and will be structured to ensure it gathers the feedback required.

Analysis of records can help to identify trends in customer service delivery. These can be

records of sales, results from advertising etc. Other results from a variety of methods of

gathering customer feedback should be analysed but not all may be reliable eg a drop in sales

may indicate the customer service offered is not meeting expectations. However, this would

need to be backed up by eg a customer survey as the fall in sales may be due to the product

being unpopular rather than poor customer service.

2.6/2.7 Protecting confidential information is a business requirement, and in many cases also an

ethical and legal requirement. Information security means protecting information and

information systems from unauthorised access, use, disclosure, disruption, modification, or

destruction. Any loyalty and goodwill which exists between customers and the organisation

will be lost if confidentiality is breached.

Possible outcomes of not protecting both customer and organisation information are, eg ID

theft, industrial espionage, competitor advantage, unsolicited marketing, legal action.

Not maintaining customer confidentiality could result in breaking the law, a breach of trust

and loss of faith by the customer. Organisations may lose customers and reputation as a

result of the breach of confidentiality.

36 Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013)

Unit 113 Principles of Customer Service – Level 3

Outcome 3 Understand how to deal with different customer

behaviours to ensure customer satisfaction

Assessment criteria

Underpinning knowledge

The candidate can:

3.1 Explain how the behaviour of customers can influence the level of customer satisfaction.

3.2 Explain the social and cultural differences which govern behaviour and affect customer

behaviours.

3.3 Explain how to adjust own behaviour when dealing with customer dissatisfaction.

3.4 Describe how to deal positively with different customer behaviours and personalities when

managing problems and complaints.

Notes for Guidance

3.1 The candidate should understand how misunderstanding behaviour and making assumptions

potentially lead to customer dissatisfaction. Positive behaviour in a customer in turn is likely

to produce positive behaviour in the service deliverer. Negative behaviour can in turn

produce a negative response. The potential impact of a range of negative body language

variations displayed by the customer can include aggression, pointing, hands on hips and

these can in turn make the service deliver feel nervous or under threat and respond in a

defensive manner and customer service satisfaction is less likely to be achieved. Customers

who are positive and understanding are likely to encourage a service deliverer to respond in

the same way and so ensure satisfaction is achieved.

3.2 Customers are different. There are customers who have specific needs because of health,

language, age, or cultural differences or who have specific learning difficulties or other

general day-to-day requirements. They will all behave differently and this needs to be

recognised. Service deliverers need to recognise eg age can affect behaviour, knowledge and

understanding and expectations of the customer; social and cultural differences may affect

the non-verbal communication of customers and what they see as being acceptable

behaviour.

3.3 The candidate should also understand they have to adjust their own behaviour when dealing

with customers who have problems or who have complained and who have a variety of

expectations as a result eg

• Use calming techniques – empathise, acknowledge the problem.

• Listen effectively.

• Act to diffuse negative emotions.

• Use assertiveness skills.

• Negotiate.

Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013) 37

3.4 When dealing with customer dissatisfaction and the different customer behaviours and

personalities, the candidate will require to understand the steps of the problem solving cycle:

• Understand the problem.

• Identify the cause.

• Discuss the solution.

• Solve the problem.

They will need to understand that some customers will require more prompting while others

will need a softer approach, some may need referral to a higher authority while others need a

friendly and more understanding approach.

Strategies to deal with complaints – reacting to possible anger from customer face-to face,

on the ‘telephone or in writing, etc; avoiding conflict; keep your customers by taking the HEAT

(Hear, Empathise , Apologise, Take Ownership).

The candidate should understand what constitutes an effective apology in writing, on the

telephone or face-to-face.

38 Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013)

Unit 113 Principles of Customer Service – Level 3

Outcome 4 Understand how customer service can be

developed and improved

Assessment criteria

Underpinning knowledge

The candidate can:

4.1 Describe methods of measuring current customer service standards.

4.2 Describe methods of analysing customer feedback to improve customer service standards.

4.3 Describe how to implement and evaluate improvements to customer service standards.

Notes for Guidance

4.1 A range of techniques can be used to monitor customer service delivery:

• Use of key performance indicators (KPIs).

• Analysis of customer feedback.

• Analysis of complaints log.

• Analysis of other records eg sales, Management Information Systems (MIS).

• Industry quality/benchmark awards.

• Use of mystery shopper/diner etc.

• Reviewing standards, eg SWOT (Strengths, Weaknesses, Opportunities and Threats)

analysis.

• Review of reputation/press coverage.

4.2 Any feedback collected, recorded and analysed contributes towards continuous customer

service improvement. Analysis of records can help to identify trends in customer service

delivery. These can be records of sales, results from advertising etc. These trends might link

to a need for process improvement or they might suggest individuals’ performance needs

addressing.

Such analysis may:

• identify areas for improvement

• identify areas of good practice

• indicate a review of policies/procedures/customer charter

• identify training needs

• re-evaluate customer needs/expectations

• implement initiatives.

4.3 Organisations need to aim constantly to maintain and improve the level of service offered to

customers in order to maintain and increase custom and stay ahead of competition. It is only

through regular monitoring and review of the service that they are able to do so.

Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013) 39

The process of continuous improvement is:

• Feedback from customers

• Areas for improvement identified

• Change proposed and implemented

• Feedback on change

• Evaluate change

• Amend implemented change.

All changes need to be evaluated to assess success or otherwise and before making any

subsequent changes. Any change should be monitored and reviewed. Any monitoring or

review must consider the impact the change has had on customers, employees and the

organization, and further improvements may be needed before a change can be deemed

successful.

40 Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013)

Unit 113 Principles of Customer Service – Level 3

Outcome 5 Understand how the promotion of products and

services can benefit the customer and the

organisation

Assessment criteria

Underpinning knowledge

The candidate can:

5.1 Explain how an organisation can promote additional services or products to customers.

5.2 Describe the main factors that influence customers to use an organisation’s services or

products.

5.3 Describe methods of communicating information about services or products to customers.

5.4 Explain how Unique Selling Points (USPs) are used to differentiate service offers from that of

competitors or comparable organisations.

5.5 Explain how USPs are directly related to why customers choose to do business with

organisations by using their products or services.

Notes for Guidance

5.1 An organisation can promote additional services or products to customers (cross-selling and

upselling, add-ons and upgrades) when they are selling the original product or service eg

where an existing ‘gas’ customer is encouraged to take additional services such as ‘electricity’

or ‘telecoms’. The candidate should understand how features and benefits are used in

promotions to influence customer choice and how they can sell the benefits of additional

products to a customer.

Additional products/services can be promoted:

• face to face

• on the telephone, using text messaging

• in writing

• via a website.

5.2 Customers are attracted to an organisation which is likely to meet their needs and

expectations eg where timescales are met, promises kept, value for money given, quality of

product/presentation assured, where the employees are knowledgeable and friendly, and the

products are fit for use/purpose, are reliable, easy to use.

Customers buy benefits and solutions. Candidates should be familiar with the technique of

selling benefits of the features and know how these compare with those of competitors.

Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013) 41

Benefits can be:

• security/peace of mind

• time savers

• money savers

• health and safety

• status

• convenience

• comfort

• flexibility

• enjoyment

• to comply with legislation.

5.3 Many methods of communicating information are available to organisations eg

• Website.

• Promotional methods.

• Service calls.

• Information sheets, newsletters.

• Via staff – face to face, telephone.

Ways of promoting a product or service include:

• Advertising – TV, radio, newspaper, leaflets.

• Word of mouth.

• Telesales.

• Publicity and sales promotion.

• Merchandising – point of sale displays, window displays, samples.

• Sponsorship – sports events, tv programmes.

• Product placement – in films and tv programmes.

5.4 A unique selling point or proposition (USP) defines an organisation’s competitive advantage,

eg price, packaging, performance, market perception, quality, availability. An organisation

must identify what makes it different from the competitors and emphasise these advantages

in marketing, thus influencing the customer’s choice of products and services.

The candidate should be able to define what a USP is, ie a unique feature of the product or

service and explain the benefits for an organization, eg electric car; attracting

environmentally-aware customers. A USO (Unique Service Offer) is used to differentiate a

service offer from that of competitors or comparable organisations, eg price match.

5.5 USO/USPs are directly related to why customers choose to do business with organisations. A

customer is attracted to an organisation by the USP/USO that differentiates it from its

competitors. A USP may be price, quality etc and is the key attraction.

42 Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013)

Unit 113 Principles of Customer Service – Level 3

Outcome 6 Understand the benefits of team-working in

delivering good customer service

Assessment criteria

Underpinning knowledge

The candidate can:

6.1 Describe the importance of effective teamwork and service partnerships for the delivery of

good customer service.

6.2 Explain how a team contributes to organisational aims and objectives.

6.3 Explain how team dynamics impact upon performance and the achievement of customer

satisfaction.

6.4 Describe how good customer service can provide added value and a competitive advantage for

an organisation.

6.5 Explain why customers buy benefits and solutions not products.

Notes for Guidance

6.1 A service partnership can be formed between two organisations or two departments of the

same organisation in order to provide more effective customer service. The service

partnership model encourages teamwork and co-operation rather than identifying one party

as the internal customer of the other. For a service partnership all those involved in the

delivery of a product or service must work together. If one person, department or

organisation does not work as part of the team there will be a ‘break’ in the partnership and

so the flow of effective and reliable customer service can fail.

A team is effective when:

• everyone understands what the common goals are that they are trying to achieve

• everyone has a role in the team and understands the role of each member

• everyone is supportive

• there is trust, respect and open communication

• everyone shares responsibility for the work

• there is effective leadership.

6.2 All team members should be made aware of organisational goals and how to access

information on them. The candidate should understand how the team contributes to an

organisation’s aims and objectives (eg meeting targets, fulfilling job roles). They should be

able to recognise how individual team members need knowledge and skills as defined by an

appropriate role profile to support the achievement of these aims and objectives.

Understanding the roles of other teams is likely to mean meetings with other teams, sections

or departments.

Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013) 43

6.3 Team dynamics are the unseen forces that operate in a team between different people or

groups. Personality styles, job roles, organisational culture, technology, procedures, office

layout can all affect the dynamics of a team and affect the performance of the team. If the

team consists of eg a range of personality styles that cannot work together, the customer

may suffer through staff dissatisfaction or inability to work together to solve customer

problems. As a result, customer satisfaction may suffer through the poor service given.

Candidates should be aware of the various theorists on team dynamics, such as Belbin.

6.4 The candidate should be able to describe how good customer service can add value to an

organisation eg in repeat business, customer loyalty, brand recognition. Good customer

service is vital for the survival of an organisation and can make an organisation more

successful than its competitors as customers feel confident in using an organisation offering

good customer service, rather than one offering the same products or services but without

the added value of good customer service. Customers will also let others know through word

of mouth of organisations offering good customer service.

6.5 Candidates should understand that customers buy the benefits and solutions that the

features of a product or service offer. For example, the half-load facility on a washing

machine offers the benefit of convenience and economy. Benefits can be:

• security/peace of mind

• time savers

• money savers

• health and safety

• status

• convenience

• comfort

• flexibility

• enjoyment

• to comply with legislation.

44 Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013)

Unit 113 Principles of Customer Service – Level 3

Outcome 7 Understand how to develop the customer service

skills of self and others

Assessment criteria

Underpinning knowledge

The candidate can:

7.1 Describe how to identify personal strengths and development needs of self and others.

7.2 Explain how and when methods of assessing individual performance can be used.

7.3 Explain how to create a personal development plan to improve the customer service skills of self

and others.

7.4 Describe how to obtain and respond positively to constructive personal feedback from others.

7.5 Explain how to give useful and constructive personal feedback to others.

Notes for Guidance

7.1 The methods of assessing and monitoring individual and team performance include eg

observation, psychometric testing, training needs analysis (TNA), feedback, questioning, one-

to-one meeting, appraisal. The appropriateness of the method used will need to be

considered eg cost implications, interpersonal problems, time and access to resources. When

identifying own strengths and development needs, the candidate can carry out a self

assessment. The candidate should understand the techniques of self assessment eg

Strengths, Weaknesses, Opportunities and Threats – a SWOT analysis and how to carry a

Training Needs Analysis.

7.2 For each method of assessment, the candidate should be able to draw up a list of when and

how to use them, incorporating the disadvantages and advantages of each eg cost

implications, interpersonal problems, time, access to resources. Setting targets/KPIs and then

analysing the results can show how an individual is performing, while observation can be

used to assess how the candidate reacts with others and handles customers. Self assessment

can be used before appraisal for the individual to prepare for the meeting.

7.3 A personal development plan is a tool to list:

• the agreed areas for development

• the activities to be undertaken to achieve this development

• who may assist with this development

• when it should be achieved or reviewed

• the evidence that will show achievement of the learning in the plan.

Any development plan should follow SMART criteria ie be Specific, Measurable, Achievable,

Realistic and Time bound.

Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013) 45

The candidate should be able to identify a range of training and development opportunities:

• Coaching.

• Mentoring.

• Work-shadowing.

• Training courses.

• In-house training.

• Performance appraisals.

• E-learning.

The candidate should show an appreciation of individual learning styles which may impact

upon which is the most appropriate learning method. For each learning method, the

candidate should be able to list the benefits to both the individual and the organisation.

7.4 Personal feedback should focus on the positive and any negative feedback showed be viewed

constructively and possible personal improvement considered. Candidates should realise

learning is an ongoing process and they cannot stand still. Feedback on own performance can

be formal and informal. Examples of formal feedback are appraisals, job performance review;

informal could be lunch meetings, team meetings, ad hoc.

Candidates should understand they can obtain information about their own performance and

possible learning opportunities from the following:

• Feedback from others eg peers, superiors; 360 feedback.

• The available learning and development opportunities.

• Internal, eg training courses, job sharing, coaching, work-shadowing and external

training.

7.5 Feedback may be:

• formal or informal

• positive or negative.

Informal feedback is appropriate when a supervisor wants to congratulate a staff member on

good work or to encourage an improvement when they view work being carried out.

Formal feedback is recorded and takes place in private. Formal feedback may be:

• an appraisal

• a performance review

• a disciplinary.

A suitable time and place should be agreed. When carrying out performance review, it is

preferable to begin with the positive, seeking agreement on how to address the negatives.

46 Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013)

5 Assessment

5.1 Summary of assessment methods (Routes (-11, -12, -13)

These routes are for UK and international centres

For each of these qualifications, candidates will be required to complete one externally set and

marked named on demand test . This will consist of short answer questions and scenario based

practical tasks.

City & Guilds provides the following assessments:

Level/Unit

No.

Title Assessment Method Where to obtain assessment

materials

Level 1/111 Principles of

Customer Services

Externally set and marked

named on demand test

Order via the Walled Garden

Product code 8992-111

Level 2/112 Principles of

Customer Services

Externally set and marked

named on demand test

Order via the Walled Garden

Product code 8992-112

Level 3/113

Principles of

Customer Services

Externally set and marked

named on demand test

Order via the Walled Garden

Product code 8992-113

Centres will be required to name their candidates at the point of ordering examinations, a minimum

of 14 days prior to the exam date. No unnamed bookings will be accepted.

Time constraints

Examinations

Level 1: 1 hour (plus 5 minutes reading time)

Level 2: 1 hour and 30 minutes (plus 5 minutes reading time)

Level 3: 2 hours (plus 5 minutes reading time)

All examinations must be taken under examination conditions. Please refer to the City & Guilds

Regulations for the conduct of examinations for further guidance.

Grading and marking

Assessments will be graded Pass or First Class Pass.

Assessments are externally marked and graded.

Candidates who fail the examination receive feedback on the main areas for further development, ie

Performance Codes. These Performance Codes are listed below.

Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013) 47

Performance codes

Level 1 Level 2 Level 3

Narrow fail AA AA AA

Insufficient work submitted AB AB AB

Misinterpretation of question(s) FK FK FK

Customer needs, satisfaction and expectation FL FL FL

Organisations policies, complaints and confidentiality

FM FM FM

Methods of communication FN FN FN

Knowledge, ability and attributes FO FO FO

Sources of information and storage/retrieval FP FP

Promotion of products and services FR

Personal development and team working FS

48 Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013)

5.2 Summary of assessment methods – Hairdressing routes (-21, -22)

These routes are for UK centre only

For this these Customer Service Hairdressing qualifications, candidates will be required to complete

the following assessments:

For each of these qualifications, candidates will be required to complete one externally set and

internally marked assessment. This will consist of short answer questions and scenario based

practical tasks.

City & Guilds provides the following assessments:

Level/Unit

No.

Title Assessment Method Where to obtain assessment

materials

Level 1/021 Principles of

Customer Services

Externally set, internally

marked and externally verified

assessment

Download the current assessment

from the City & Guilds website

using required password

Level 2/022 Principles of

Customer Services

Externally set, internally

marked and externally verified

assessment

Download the current assessment

from the City & Guilds website

using required password

Time constraints

Examinations

Level 1: 1 hour (plus 5 minutes reading time)

Level 2: 1 hour and 30 minutes (plus 5 minutes reading time)

All examinations must be taken under examination conditions. Please refer to the City & Guilds

Regulations for the conduct of examinations for further guidance.

Grading and marking

Assessments will be graded Pass or First Class Pass.

Assessments are internally marked and graded. Assessments will be externally verified prior to

results submission.

Grades are then submitted to City & Guilds via the Walled Garden.

Passwords for the assessments can be accessed on the Walled Garden by all approved centres.

Level 1/2/3 Award in Customer Service (8992) V7.2 (October 2013) 49

Appendix 1 Sources of general information

The following documents contain essential information for centres delivering City & Guilds

qualifications. They should be referred to in conjunction with this handbook. To download the

documents and to find other useful documents, go to the Centres and Training Providers

homepage on www.cityandguilds.com.

Providing City & Guilds qualifications – a guide to centre and qualification approval or

Centre Guide Delivering International Qualifications Centre guide delivering International

qualifications contains detailed information about the processes which must be followed and

requirements which must be met for a centre to achieve ‘approved centre’ status, or to offer a

particular qualification. Specifically the document includes sections on:

• The centre and qualification approval process and forms

• Assessment, verification and examination roles at the centre

• Registration and certification of candidates

• Non compliance

• Complaints and appeals

• Equal opportunities

• Data protection

• Frequently asked questions.

Access to Assessment & Qualifications provides full details of the arrangements that may be

made to facilitate access to assessments and qualifications for candidates who are eligible for

adjustments in assessment

The centre homepage section of the City & Guilds website also contains useful information such

on such things as:

• Walled Garden

Find out how to register and certificate candidates on line

• Qualifications and Credit Framework (QCF)

Contains general guidance about the QCF and how qualifications will change, as well as

information on the IT systems needed and FAQs

Useful contacts

Type Contact Query

UK learners T: +44 (0)20 7294 2800

E: learnersupport@cityandguilds.com

 General qualification information

International

learners

T: +44 (0)20 7294 2885

F: +44 (0)20 7294 2413

E: intcg@cityandguilds.com

 General qualification information

Centres T: +44 (0)20 7294 2787

F: +44(0)20 7294 2413

E: centresupport@cityandguilds.com

 Exam entries

 Registrations/enrolment

 Certificates

 Invoices

 Missing or late exam materials

 Nominal roll reports

 Results

Single subject

qualifications

T: +44 (0)20 7294 8080

F: +44 (0)20 7294 2413

F: +44 (0)20 7294 2404 (BB forms)

E: singlesubjects@cityandguilds.com

 Exam entries

 Results

 Certification

 Missing or late exam materials

 Incorrect exam papers

 Forms request (BB, candidate

results entry)

 Exam date and time change

International

awards

T: +44 (0)20 7294 2885

F: +44 (0)20 7294 2413

E: intops@cityandguilds.com

 Results

 Entries

 Enrolments

 Invoices

 Missing or late exam materials

 Nominal roll reports

Walled

Garden

T: +44 (0)20 7294 2840

F: +44 (0)20 7294 2405

E: walledgarden@cityandguilds.com

 Re-issue of password or username

 Technical problems

 Entries

 Results

 GOLA

 Navigation

 User/menu option problems

Employer T: +44 (0) 121 503 8993

E: business_unit@cityandguilds.com

 Employer solutions

 Mapping

 Accreditation

 Development Skills

 Consultancy

Publications T: +44 (0)20 7294 2850

F: +44(0)20 7294 3387

 Logbooks

 Centre documents

 Forms

 Free literature

If you have a complaint, or any suggestions for improvement about any of the services that City &

Guilds provides, email: feedbackandcomplaints@cityandguilds.com

City & Guilds

Skills for a brighter future

www.cityandguilds.com

Published by City & Guilds

1 Giltspur Street

London

EC1A 9DD

T +44 (0)20 7294 2800

F +44 (0)20 7294 2400

www.cityandguilds.com

City & Guilds is a registered charity

established to promote education

and training