Unit 2GEN5/10 (F941 04)Resolve Customer Service Problems

Unit 2GEN5/10 (F941 04)Resolve Customer Service Problems

This Unit is about the effective handling of customer service problems. Remember that customers include everyone you provide a service to. They may be external to your organisation or they may be internal customers.
It is sometimes difficult to meet customer expectations. Even if the service you give is excellent, some customers experience problems. Part of your job is to help to resolve those problems. There is likely to be a problem if customer expectations are not met. This may be because your customer’s expectations involve more than you can offer or because your service procedures have not been followed. Some problems are reported by customers and sometimes you spot the problem first and resolve it before your customer has even noticed. As soon as you are aware of a problem, you need to consider the options and then choose a way to put it right. This Unit is particularly important in customer service because many customers judge how good the customer service of your organisation is by the way problems are handled.
This Unit is Unit C3 from the Institute of Customer Service suite of standards.
Assessor feedback on completion of Unit

Unit 2GEN5/10 (F941 04)Resolve Customer Service Problems

I confirm that the evidence detailed in this Unit is my own work and meets the requirements of the National Occupational standards.

Candidate Signature Date

I confirm that the candidate has achieved all the requirements of this Unit.

Assessor Signature Date

Countersigning Assessor Signature (if applicable) Date

I confirm that the candidate’s sampled work meets the standards specified for this Unit and may be presented for external verification.

Internal Verifier Signature Date

Countersigning Internal Verifier (if applicable) Date

External Verifier Initial and Date (if sampled)

Unit 2GEN5/10 (F941 04)Resolve Customer Service Problems

What you have to do / What you have to do (cont) / What you must cover
Element 1 — Spot customer service problems
P1Listen carefully to your customers about any problem they have raised.
P2Ask your customers about the problem to check your understanding.
P3Recognise repeated problems and alert the appropriate authority.
P4Share customer feedback with others to identify potential problems before they happen.
P5Identify problems with systems and procedures before they begin to affect your customers.
Element 2 — Pick the best solution to resolve customer service problems
P6Identify the options for resolving a customer service problem.
P7Work with others to identify and confirm the options to resolve a customer service problem.
P8Work out the advantages and disadvantages of each option for your customer and your organisation.
P9Pick the best option for your customer and your organisation.
P10Identify for your customer other ways that problems may be resolved if you are unable to help. / Element 3 — Take action to resolve customer service problems
P11Discuss and agree the options for solving the problem with your customer.
P12Take action to implement the option agreed with your customer.
P13Work with others and your customer to make sure that any promises related to solving the problem are kept.
P14Keep your customer fully informed about what is happening to resolve the problem.
P15Check with your customer to make sure the problem has been resolved to their satisfaction.
P16Give clear reasons to your customer when the problem has not been resolved to their satisfaction.
The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.
Simulation is NOT allowed for any performance evidence (What you have to cover or What you must cover) within this unit. / C1Resolving problems (All from)
(a) a problem first identified by customers
(b) a problem identified within the organisation before it has affected your customer
(c) a problem caused by differences between your customer’s expectations and what you organisation can offer
(d) a problem caused by a system or procedure failure
(e) a problem caused by a lack of resources or human error
C2Resolving problems (All from)
(a) supplied relevant information when customer have requested it
(b) supplied relevant information when customers have not requested it
(c) have used agreed organisational procedures when solving problems
(d) have made exceptions to usual practice with the agreement of others

Unit 2GEN5/10 (F941 04)Resolve Customer Service Problems

Evidence number / Evidence description / Date / What you have to do / What you must cover
P1 / P2 / P3 / P4 / P5 / P6 / P7 / P8 / P9 / P10 / P11 / P12 / P13 / P14 / P15 / P16 / At least All must be observed / At least All must be observed
C1 a / C1 b / C1 c / C1 d / C1 e / C2 a / C2 b / C2 c / C2 d

Unit 2GEN5/10 (F941 04)Resolve Customer Service Problems

What you have to know
Knowledge Statements marked by  cannot be inferred / Completed date or appendix
K1*Organisational procedures and systems for dealing with customer service problems.
K2*How to defuse potentially stressful situations.
K3*How to negotiate.
K4*The limitations of what you can offer your customer.
K5*Types of action that may make a customer problem worse and should be avoided.

Unit 2GEN5/10 (F941 04)Resolve Customer Service Problems

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 required standard on a consistent basis.

Unit 2GEN5/10 (F941 04) Resolve Customer Service Problems1