3: Dealing with Customer Problems

Observation checklist

3: Dealing with customer problems

Candidate
Date
Duration of observation (mins)
Venue
Assessor
Observed / Unit / Criteria
Meet their organisation's standards of appearance and behaviour
Ensure that the area they work in is tidy. Safe and organised efficiently
Prepare and arrange everything they need to deal with customers before their shift or period of work commences / 

 / NVQ 10
NVQ 26
NVQ 26 / 1.1
1.2
1.3
Deal with queries and requests from customers in a positive and professional way
Seek information or help from a colleague if they cannot answer their customer's query or request
Obtain help from a colleague if they are not able to deal with their customer's request
Always tell their customer what is happening / 


 / NVQ 41
NVQ 41
NVQ 41
NVQ 41 / 1.1
1.2
1.3
1.4
Recognise when something is a problem from the customer's point of view
Avoid saying or doing anything which may make the problem worse
Deal with a difficult customer calmly and confidentl
Recognise when to pass a problem on to an appropriate colleague
Pass the problem on to their colleague with the appropriate information
Check that the customer knows what is happening / 




 / NVQ 41
NVQ 41
NVQ 41
NVQ 41
NVQ 41
NVQ 41 / 2.1
2.2
2.3
2.4
2.5
2.6
Listen carefully to customers about any problem they have raised.
Ask customers about the problem to check their understanding.
Recognise repeated problems and alert the appropriate authority.
Share customer feedback with others to identify potential problems before they happen.
Identify problems with systems and procedures before they begin to affect customers. / 



 / NVQ 43
NVQ 43
NVQ 43
NVQ 43
NVQ 43 / 1.1
1.2
1.3
1.4
1.5
Work with others to identify and confirm the options to resolve a customer service problem
Work out the advantages and disadvantages of each option for their customer and the organisation
Pick the best option for the customer and the organisation
Identify for their customer other ways that problems may be resolved if they are unable to help / 


 / NVQ 43
NVQ 43
NVQ 43
NVQ 43 / 2.2
2.3
2.4
2.5
Discuss and agree the options for solving the problem with their customer
Take action to implement the option agreed with their customer
Work with others and their customer to make sure that any promises related to solving the problem are kept
Keep their customer fully informed about what is happening to resolve the problem
Check with their customer to make sure the problem has been resolved to their customer's satisfaction
Give clear reasons to their customer when the problem has not been resolved to the customer's satisfaction / 




 / NVQ 43
NVQ 43
NVQ 43
NVQ 43
NVQ 43
NVQ 43 / 3.1
3.2
3.3
3.4
3.5
3.6

Assessor signature:Date:

Question and answer

Achieved / Unit / Criteria
Explain how customers' service experience is affected by the way customer service practitioners behave /  / TC 1 / 2.5
Outline the responsibility of customer service practitioners to treat customers equally /  / TC 1 / 4.2
Outline why organisations need to balance customer satisfaction with organisational goals /  / TC 2 / 3.4
Explain the importance of following organisational procedures in the delivery of customer service
Identify to whom customer service problems should be reported / 
 / TC 2
TC 2 / 4.1
2.7
Explain how personal behaviour affects the success of any changes to customer service delivery /  / TC 2 / 4.5

Comments

Action plan

Assessor signature:Date:

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