Unit HSL5 (F04F 04)Lead a Team to Improve Customer Service

This Unit is about looking at both your organisation and your staffing resources and bringing these together in a constructive way to improve overall customer service.
You need to give support and guidance to your team to encourage them to improve their customer service delivery. It is about having passion for customer service and sharing this enthusiasm with your colleagues and staff team. It is about leading by example.
This Unit is linked with all other units in the Hospitality Supervision and Leadership suite of standards.
This Unit is Unit 42 in the level 3 Institute of Customer Service Framework.
Assessor feedback on completion of Unit

Unit HSL5 (F04F 04)Lead a Team to Improve Customer Service

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

Candidate SignatureDate

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

Assessor SignatureDate

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 SignatureDate

Countersigning Internal Verifier (if applicable)Date

External Verifier Initial and Date(if sampled)

Unit HSL5 (F04F 04)Lead a Team to Improve Customer Service

What you have to do / Behaviours
P1Treat team members with respect at all times.
P2Agree with team members their role in delivering effective customer service.
P3Involve team members in planning and organising their customer service work.
P4Allocate work which takes full account of team members’ customer service skills and the objectives of the organisation.
P5Motivate team members to work together to raise their customer service performance.
P6Give team members support and direction when they need help.
P7Encourage team members to work together to improve customer service.
P8Check that team members understand what they have to do to improve their work with customers and why that is important.
P9Check with team members what support they feel they may need throughout this process.
P10Provide sensitive feedback to team members about their customer service performance.
P11Encourage team members to discuss their customer service performance.
P12Discuss sensitively with team members action they need to take to continue to improve their customer service performance. / B1You must show respect for the views and actions of others.
B2You set demanding but achievable objectives for yourself and others.
B3You empower staff to solve customer problems within clear limits of authority.
B4You encourage and support others to make best use of their abilities.
B5You constantly seek to improve performance.
B6You give feedback to others to help them improve their performance.
B7You work to develop an atmosphere of professionalism and mutual support.

Unit HSL5 (F04F 04)Lead a Team to Improve Customer Service

Evidence number / Evidence description / Date / What you have to do / Behaviours
P1 / P2 / P3 / P4 / P5 / P6 / P7 / P8 / P9 / P10 / P11 / P12 / B1 / B2 / B3 / B4 / B5 / B6 / B7

Unit HSL5 (F04F 04)Lead a Team to Improve Customer Service

What you have to know
Knowledge Statements marked by cannot be inferred / Completed date or appendix
K1The roles and responsibilities of your team members and where they fit in with the overall structure of the organisation.
K2How team and individual performance can affect the achievement of organisational objectives.
K3The implications of failure to improve customer service for your team members and your organisation.
K4How to plan work activities.
K5How to present plans to others to gain understanding and commitment.
K6How to facilitate meetings to encourage frank and open discussion.
K7How to involve and motivate staff to encourage teamwork.
K8How to recognise and deal sensitively with issues of underperformance.

Unit HSL5 (F04F 04)Lead a Team to Improve Customer Service

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 HSL5 (F04F 04)Lead a Team to Improve Customer Service1

© SQA 2009