Understand How to Deal with Queries and Requests

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Unit X: Understand How to Deal with Queries and Requests

Unit code: R/601/6054

QCF level: Entry 3

Credit value: 3

Unit aim

This unit aims to introduce learners to ways of dealing with queries and requests from customers when working in customer service.

Unit introduction

Learners who are interested in working in a customer service environment need to understand how to deal with queries and requests effectively and the importance of this in maintaining good customer relations.

In this unit learners will develop a knowledge of selected services and products, and their key features, in order to be able to deal with customer queries and requests. Learners will also become familiar with frequently asked questions and the related answers, and will explore techniques for dealing with queries and requests from customers.


Learning outcomes and assessment criteria

In order to pass this unit, the evidence that the learner presents for assessment needs to demonstrate that they can meet all the learning outcomes for the unit. The assessment criteria determine the standard required to achieve the unit.

On completion of this unit a learner should:

Learning outcomes / Assessment criteria
1 Know the services and products of a section or department within an organisation / 1.1 List the services or products a selected section or department offers
1.2 Describe the key features of the services or products a selected section or department offers
2 Know the types of question that customers will ask / 2.1 List the most frequently asked questions about a selected section or department’s services or products
2.2 State the preferred answers to the most frequently asked questions about a selected section or department’s services or products
3 Know how to recognise when a customer has a query or request / 3.1 Listen closely to questions from customers
3.2 Identify when questions from customers require a specific response or action
4 Know how to clarify details of queries or requests from customers / 4.1 State how to check with customers that they have heard their questions correctly
4.2 State the importance of keeping customers informed about actions on their queries or requests


Unit content

1 Know the services and products of a section or department within an organisation

Services: eg delivery, customer ordering, phone and reserve, wrapping and packing, fitting rooms, payment options, alterations, furniture/furnishing fitting, assembly, replacement, food packaging, filleting, hiring, credit and other finance, cashback

Products: eg electrical items, clothing ranges, food, sports and fitness equipment, furniture and furnishings, vehicles, outdoor products, DIY, leisure interests such as crafting, holidays, beauty and hair

2 Know the types of question that customers will ask

Typical questions: eg ‘Do you have … ?’, ‘Can I order …?’, ‘Why haven’t you got …?’, ‘Why has the price gone up?, ‘How much discount?’, ‘Where do you keep …?’, ‘Where can I find …?’

Questions requiring specific responses or actions: eg ‘Can you tell me about …?’, ‘How do I make a complaint about …?’, ‘Where is the … situated?’, ‘Do you have a … to go with this item?’, ‘How long is the sale on for?’, ‘What is it made from?’, ‘How does it work?’, ‘What colours/sizes/weights are available?’

3 Know how to recognise when a customer has a query or request

Listening skills: eg eye contact, listening noises such as ‘Um, I see’, repeating back, nodding

Customer behaviour: eg queuing at customer service desk, looking around to find a member of staff, looking at an item for a long time, special interest during/following a product demonstration

4 Know how to clarify details of queries or requests from customers

Useful responses: eg ‘I’m sorry, could you repeat that please …?’, ‘So you would like me to …?’

Importance of keeping customers informed: eg makes them feel cared for, they know how well the process is progressing, they can make arrangements, they can make alternative decisions


Essential guidance for tutors

Delivery

Tutors delivering this unit need to arrange visits to one or more retail outlets. A guest speaker working in customer service would be a huge asset and would provide most of the input learners need. Discussions with learners and using pre-set questions should enable evidence to be captured for the majority of the unit. Tutors could also to draw on learners’ own experiences of queries and requests in a retail environment.

For learning outcome 1, tutors need to discuss with learners the differences between services and products and the key features of each. Tutors can use learners’ own experiences to build up a picture of the range of products and services offered by different retail organisations.

For learning outcomes 2- 4, tutors need to arrange visits to one or more local retail outlets to interview customer service staff. Alternatively, a guest speaker working in customer service could be invited to talk to learners. Learners could share their findings in a question and answer session.

For learning outcomes 3 and 4, tutors need to devise a set of scenarios which reflect a range of customer behaviours, queries and requests and enable learners to decide on how they should best be responded to. Alternatively, learners can devise scenarios and test them out on each other. Learners will need to produce individual sets of answers.

A DVD on customer service is a useful resource. Learners could be given a checklist and asked to look for certain points, and this leads easily into a discussion of their own experiences. Learners could then role play dealing with queries and requests, both face to face and on the telephone.


Outline learning plan

The outline learning plan has been included in this unit as guidance.

Topic and suggested assignments/activities
Introduction to unit and structure of the programme of learning.
Tutor-led discussion – ‘What is a service and what is a product?’ to include:
• identification of products and services
• description of the key features of each.
Assessment – tutor-led question and answer session recorded individually.
Assessment – learners respond to questions to cover their knowledge of products and services. (Learning outcome 1)
Visits to retail outlets/visit(s) from guest speaker(s).
Practical activity – prepare questions for visit/guest speaker.
Visit/guest speaker – customer service manager.
Recording of information from visit/speaker.
Assessment – learners respond to questions to cover their knowledge of customer queries and requests. (Learning outcomes 2-4)
Tutor-devised scenarios on customer queries and requests and how best to respond.
Tutor-led discussion about potential responses and actions.
Assessment – learners write down answers on how they think customer queries and requests should be responded to, based on these scenarios. (Learning outcomes 3-4)
Assessment feedback, review and evaluation of unit.


Assessment

This unit is best achieved through practical activities. Assessment should be completed in a holistic manner, enabling learners to benefit most from their understanding.

Assessment criteria 1.1 and 1.2 could be assessed through a question and answer session. This will need to be recorded individually for each learner using witness statements. Learners need to list three products and three services, and describe two key features of each.

For assessment criteria 2.1 and 2.2, learners need to list three of the most frequently asked questions and the preferred answers to these questions. These will need to be recorded individually for each learner. Diagrams could be used here.

Assessment criteria 3.1–4.1 could be evidenced through role play. For 3.2, learners need to identify two customer questions that demand specific responses or actions, for example explaining about a product or service and dealing with a complaint.

For assessment criterion 4.2, learners could produce a variety of evidence, such as a DVD of role play, survey results or written work.

Essential resources

Learners need to have access to a retail environment or to a guest speaker working in retail. No other specialist resources are required.

Indicative resource materials

Websites

http://customerservicezone.com/video / The Customer Service Zone – includes links to free customer service videos
www.instituteofcustomerservice.com / Institute of Customer Service
www.ons.gov.uk / Office for National Statistics
www.retailindustryabout.com / Provides links to other websites giving advice about aspects of retail
www.skillsmartretail.com / The Sector Skills Council for Retail