Level 3 Certificate In Customer Service Essay examples

Submitted By Nico20885

Words: 1303

Pages: 6

Open Document

CU1080: Developing and Improving the Customer Service Process

F/600/0660 Level 3: 7 Credits

Learner name:

Learner registration number:

Centre name/number:

Assessor/tutor name:

Your job role (if applicable):

Main organisation:

(This will either be the organisation the Learner is employed by or, if the Learner is not currently employed within the Customer Service sector an organisation they are familiar with.)

Reason for choosing this organisation:

UNIT SIGN OFF

Learner signature: Date:

I confirm that the answers given within this workbook are my own work

Assessor/tutor signature: Date:

I confirm that the evidence in this workbook has been assessed against the assessment criteria for this unit and has judged for validity, authenticity, currency, reliability and sufficiency

Assessment Guidance

It is expected that the majority of learners who will be undertaking this qualification will be employed, possibly part time, within a customer service role in an organisation. The expectation is that learners will choose to complete this workbook in the context of their own job role. This method should allow learners to access the material required with ease and utilise the information in the workbook as evidence against a competence-based qualification where appropriate. However, it is necessary for an understanding to be developed that customer service methods will vary significantly in different types of organisation.

There is, however, no requirement that learners are employed in order to undertake this qualification and where this is the case it is vital that they gain knowledge and understanding of how customer service works in different organisations through case studies etc.

Although it is expected that in, the main, the workbook will be contextualised to one organisation that the learner is familiar with, there is no absolute requirement for all questions to be answered in relation to that one organisation. In particular, learners may find that some questions may not be relevant to their own organisation. Where this is the case, it is perfectly acceptable to answer in relation to a different organisation. It would be helpful for the assessor/tutor that the organisation involved is noted on the appropriate page.

The personal development plan must be completed on separate sheets of paper and attached to the workbook.

The final grade for this assignment will be pass or fail, there is no further grading. To achieve a pass, learners must complete the requirements of the assessment criteria, which are noted clearly by each task. Further information is included in the mark scheme.

Learners must complete the workbook task individually.
Customer Service QCF Level 3 Unit F/600/0660 Workbook

Developing and Improving the Customer Service Process

Learning outcomes:

(1) Explain how customer feedback can improve the customer service process

(2) Describe the process of promoting products and services

(3) Explain the importance of effective teamwork and the monitoring of performance.

Questions:

(1) Think about how your organisation evaluates their customer service experience to continuously improve.

1(a) Identify a change that has been implemented recently.

1(b) Describe the benefits to the organisation.

1(c) Describe the benefits to the customer.

Assessment Criterion: 1.1 Describe the benefits of evaluating the customer service experience
(2) Consider the techniques that are used/could be used in your organisation for monitoring customer service delivery. Compare the advantages and disadvantages of three different options.

Option 1

Option 2

Option 3

Assessment Criterion: 1.2 Describe and compare a range of techniques used in monitoring

Problem Solving Essay

Congratulations on choosing the ILM Level 3 Award, Certificate or Diploma in First Line Management. This Study Guide is designed to introduce you to the qualification and help you to complete your programme successfully. The ILM Level 3 Award, Certificate and Diploma in First Line Management Congratulations on choosing the ILM Level 3 Award, Certificate or Diploma in First Line Management. This Study Guide is designed to provide you with information about the qualification and…

Words 12285 - Pages 50

Ethics Essays

Business and Professions Code | failure to report investigation | Surrender of CPA certificate | No. AC-2007-10 | Abreu, John D. | 4/29/2007 | Business and Professions Code, Division 3, Chapter 1, §§ 5100 (c) and 5062. California Code of Regulations, Title 16, Division 1, § 58 | failure to perform audit | Revocation of CPA Certificate | No.AC-2007-20 | Baisden, Lowell A. | 1/8/2008 | Business and Professions Code, Division 3, Chapter 1, §§ 5100 (c), (i) and (j), and 5062. California Code of Regulations…

Words 1582 - Pages 7

Public Key Infrastructure: A Micro And Macro Analysis

reliability and security. No one will agree to send his or her financial information over the Internet if there is any doubt in the security of that medium. Likewise, companies involved in E-commerce must have a means to verify the customers using the Internet to order goods and services. Public Key Infrastructure, PKI, attempts to provide the answer to the reliability question, as a method of digital security. PKI provides the ability to verify the sender and the recipient of electronic messages, protecting…

Words 6279 - Pages 26

Training and Development 2 Essay examples

clientele in the downtown Johnstown, Pennsylvania, area. The first step in the design of training involves an assessment of training needs. The assessment comprises - • Observing the staff performing normal duties • Interviewing staff and customers • Studying routine reports or performance reviews, along with job descriptions • Identifying performance problems • Board members (The restaurant is operated by the Board, managed by the chef) The second step involves defining the training program’s…

Words 1946 - Pages 8

YO THINGS Essay

& celebrations will increase effective conversations in the workplace. Issues 2: systems of performance measurement Results Goal setting • Individuals set 3 key result areas. • Regular self monitoring • Formal review’ • Agree on action plan to address any performance deficitsSet 1 big group goal e.g. customer service and customer relationship building. Behavioral • Assessment processes & techniques for management of work behaviour (membership behaviour, task behaviour and organisational…

Words 694 - Pages 3

Data Paper

your attention by the information security analysts in your department and by a growing number of business customers. Your company’s commercial customers utilize a digital certificate multifactor authentication process to access wire transfers, cash management, deposit operations, and account management applications common to all business customers. The problem is that several customers have reported that new user accounts have been set up under their names without their authorization and these…

Words 2748 - Pages 11

Curriculum Vitae Essay

confident and friendly young man with a lot of patience and very open minded when it comes to working in any sort of environment. I have previous experience in a few different work environments therefore I know the difference between the sort of customer/client care that’s needed in each different situation you are placed in. I enjoy working within a team environment just as much as when I am working on my own. I am very confident with all the qualifications I have gained and I enjoy learning new…

Words 451 - Pages 2

Sample Job Application: A Letter To The Workplace

have a strong fascination with cafes and coffee. I love the way that your café works and functions and the coffee is outstanding! I am a hardworking and determined person with strong morals and values. I have excellent social skills and appreciate customers, ensuring that they are satisfied. Experience Work Experience 2011-2012 Fashion is a major part of my life. Recently I have done some work experience at Marie Claire magazine, Pacific Magazine Company that was another amazing opportunity that…

Words 461 - Pages 2

Dr. Beckettâ€™s Dental Office Case Essays

Laserna, Kris Marie R. Exserves| Dr. Beckett’s Dental Office Case Study Questions: 1. Which of the eight elements of the services marketing mix are addressed in this case? Give examples of each ‘P’ you identify. a) Price Dr. Beckett charges higher fees than competitors for better quality of service and refused to become an HMO provider as she feels that it wouldn’t allow her to give the quality she aims to deliver. b) Product their goal as indicated on their mission statement is…

Words 2420 - Pages 10

Bank and Bank Web Site Essay

financial and risk-management products and services. The company provides unmatched convenience in the United States, serving more than 59 million consumer and small business relationships with more than 6,100 retail banking offices, more than 18,000 ATMs and an online banking with more than 25 million active users. Bank of America offers services to more than 4 million small business owners through a suite of innovative, easy-to-use online products and services. The company serves clients in more than…

Words 654 - Pages 3