Unit HSL23 (F04D 04)Improve the Customer Relationship

This Unit is about building and improving relationships with customers. These may be internal customers or members of the public. It is about making customers feel that you genuinely want to give them high levels of service and that you will make every possible effort to meet or exceed their expectations. This encourages loyalty from external customers or good working relationships with internal customers.
This Unit is a sector specific unit and has particular links with the following units in the Hospitality Supervision and Leadership suite of standards.
This Unit is Unit 26 from the Institute of Customer Services suite of standards.
Assessor feedback on completion of Unit

Unit HSL23 (F04D 04)Improve the Customer Relationship

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Unit HSL23 (F04D 04)Improve the Customer Relationship

What you have to do / Behaviours
When you monitor and solve customer service problems you must consistently:
P1Select and use the best method of communication to meet your customers’ expectations.
P2Take the initiative to contact your customers to update them when things are not going to plan or when you require further information.
P3Adapt your communication to respond to individual customer’s feelings.
P4Meet your customers’ expectations within your organisation’s service offer.
P5Explain the reasons to your customers sensitively and positively when their expectations cannot be met.
P6Identify alternative solutions for your customers either within or outside the organisation.
P7Identify the costs and benefits of these solutions to your organisation and to your customers.
P8Negotiate and agree solutions within your customers which satisfy them and are acceptable to your organisation.
P9Take action to satisfy your customers with the agreed solution.
P10Make extra efforts to improve your relationship with your customers.
P11Recognise opportunities to exceed your customers’ expectations.
P12Take action to exceed your customers’ expectations within the limits of your own authority.
P13Gain the help and support of others to exceed your customers’ expectations. / B1You identify people’s preferred communication media and styles and adopt media and styles appropriate to different people and situations.
B2You demonstrate a clear understanding of different customers and their real and perceived needs.
B3You keep people informed of plans and developments.
B4You generate and recognise imaginative and innovative solutions.
B5You recognise the limits of your own authority.

Unit HSL23 (F04D 04)Improve the Customer Relationship

Evidence number / Evidence description / Date / What you have to do / Behaviours
P1 / P2 / P3 / P4 / P5 / P6 / P7 / P8 / P9 / P10 / P11 / P12 / P13 / B1 / B2 / B3 / B4 / B5

Unit HSL23 (F04D 04)Improve the Customer Relationship

What you have to know
Knowledge Statements marked by cannot be inferred / Completed date or appendix
K1How to make best use of the method of communication chosen for dealing with your customers.
K2How to negotiate effectively with your customers.
K3How to assess the costs and benefits to your customer and your organisation of any unusual agreement you make.
K4The importance of customer loyalty and/or improved internal customer relationships to your organisation.

Unit HSL23 (F04D 04)Improve the Customer Relationship

Supplementary evidence

Evidence/Question / Answer / Date
1
2
3

Evidence must come from candidate’s work in the associated work area. There must be sufficient evidence for the Assessor to judge that the candidate can achieve the learning outcomes and assessment criteria on a consistent basis.

Unit HSL23 (F04D 04)Improve the Customer Relationship1

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