Learner name:
Learner number:
J/601/1210UR200B2
Deliver reliable customer service
VTCT is the specialist awarding body for the Hairdressing, Beauty Therapy, Complementary Therapy and Sport and Active Leisure sectors, with over 45 years of experience.
VTCT is an awarding body regulated by national organisations including Ofqual, SQA, DCELLS and CCEA.
VTCT is a registered charity investing in education and skills but also giving to good causes in the area of facial disfigurement.
By signing this statement of unit achievement you are confirming that all learning outcomes, assessment criteria and range statements have been achieved under specified conditions and that the evidence gathered is authentic.
This statement of unit achievement table must be completed prior to claiming certification.
Unit code Date achieved Learner signature Assessor initials
IV signature (if sampled)
Assessor name Assessor signature Assessors initials
Assessor number (optional)
Assessor tracking table
Statement of unit achievement
All assessors using this Record of Assessment book must complete this table. This is required for verification purposes.
UR200B2Deliver reliable customer service
Unit Description
UR200B2_v2
This unit is all about how you deliver consistent and reliable service to customers. As well as being good with people, you need to work with your organisation’s service systems to meet or exceed customer expectations. In your job there will be many examples of how you combine your approach and behaviour with your organisation’s systems. You need to prepare for each transaction with customers, deal with different types of customers in different circumstances and check that what you have done has met customer expectations. To meet this standard you have to deliver excellent customer service over and over again.
GLH
Credit value
Level
NOS
Observations
External paper(s)
33
5
2
B2
1
0
On completion of this unit you will:
Learning outcomes Evidence requirements
UR200B2
Deliver reliable customer service
1. Be able to prepare to deal with customers
2. Be able to give consistent service to customers
3. Be able to check customer service delivery
4. Know how to deliver reliable customer service
3
1. Your evidence should be collected when carrying out a real job, whether paid or voluntary, and when dealing with real customers, whether internal or external to the organisation. However, for this unit, evidence collected in a realistic working environment or a work placement is permissible. Simulation is not allowed for any performance evidence within this unit. (Guidelines for a Realistic Working Environment can be found in the Assessment Strategy for Customer Service S/NVQs at Levels 1,2,3 and 4 – February 2010)
2. You may collect the evidence for the unit through work in a private sector organisation, a not-for-profit organisation or a public services organisation.
3. You must provide evidence that shows you have done this over a sufficient period of time with different customers on different occasions for your assessor to be confident that you are competent.
4. You must provide evidence that you have worked with different customers who have different needs and expectations.
5. You must provide evidence of delivering reliable customer service:• during routine delivery of customer
service• during a busy time in your job• during a quiet time in your job• when people, systems or resources
have let you down.
6. There is no external paper requirement for this unit.
Achieving observation outcomes Achieving range
Achieving observations and range
UR200B2
Your assessor will observe your performance of practical tasks. In addition to your observation, you must provide evidence that shows you have carried out this unit’s outcomes over a sufficient period of time with different customers on different occasions for your assessor to be confident that you are competent.
Criteria may not always naturally occur during a practical observation (i.e. planning, accessing sources of information etc.). In such instances you will be asked to produce other forms of evidence to demonstrate competence. The portfolio reference for this information will be recorded by your assessor.
Your assessor will sign off an outcome when all criteria have been competently achieved.
The range section indicates what your portfolio must include. Your assessor will document the portfolio reference once a range has been competently achieved.
4
Outcome 1
Observations
UR200B2
Date outcome achieved
Learner signature
Assessor initials
Date outcome achieved
Learner signature
Assessor initials
Be able to prepare to deal with customers
You can:Competent performance observed (assessor initials)
Portfolio reference
a. Keep your knowledge of your organisation’s services or products up-to-date
b. Ensure that the area you work in is tidy, safe and organised efficiently
c. Prepare and arrange everything you need to deal with customers before your shift or period of work commences
5
Outcome 2
UR200B2
Date outcome achieved
Learner signature
Assessor initials
6
Be able to give consistent service to customers
You can:Competent performance observed (assessor initials)
Portfolio reference
a. Make realistic customer service promises to customers
b. Ensure that your promises balance the needs of your customers and your organisation
c. Keep your promises to customers
d. Inform your customers if you cannot keep your promises due to unforeseen circumstances
e. Recognise when your customers’ needs or expectations have changed and adapt your service to meet the new requirements
f. Keep your customers informed if delivery of the service needs to involve passing them on to another person or organisation
Outcome 3
UR200B2
Date outcome achieved
Learner signature
Assessor initials
7
Be able to check customer service delivery
You can:Competent performance observed (assessor initials)
Portfolio reference
a. Check that the service you have given meets your customers’ needs and expectations
b. Identify when you could have given better service to customers and how your service could have been improved
c. Share information with colleagues and service partners to maintain and improve your standards of service delivery
Range
UR200B28
Your portfolio must include:
Evidence of delivering reliable customer service Portfolio reference
during routine delivery of customer service
during a busy time in your job
during a quiet time in your job
when people, systems or resources have let you down
Developing knowledge
UR200B2 9
Achieving knowledge outcomes
You will be guided by your tutor and assessor on the evidence that needs to be produced. Your knowledge and understanding will be assessed using the assessment methods listed below:
• Observed work• Witness statements• Audio-visual media • Evidence of prior learning or attainment• Written questions• Oral questions• Assignments• Case studies
Where possible your assessor will integrate knowledge outcomes into practical observations through oral questioning.
Knowledge
UR200B210
Know how to deliver reliable customer service
You can: Portfolio reference /Assessor initials*
a. Describe your organisation’s services or products
b. Explain your organisation’s procedures and systems for delivering customer service
c. Describe methods or systems for measuring an organisation’s effectiveness in delivering customer service
d. Explain your organisation’s procedures and systems for checking service delivery
e. Explain your organisation’s requirements for health and safety in your area of work
* Assessor initials to be inserted if orally questioned.
Outcome 4