In this unit, the main focus of learning is on equipping learners with mandatory knowledge and skills for efficient customer support service in an organisation. This unit has focused on recognising customer service principles that include understanding customers` needs, and expectations managing and rendering an optimistic experience. Unit 317 - supporting the delivery of customer service caters for techniques of key communication including clear messaging, active listening and customer feedback response certifying that the service offers premium quality and alignment with the standards of the organisation.

This unit also gives great significance to collaboration and teamwork in providing consistent service to customers. The individuals will acquire the way through which they can work with departments and colleagues efficiently to certify the seamless delivery of service. It includes the recognition of internal procedures, making information flow and addressing the issues which increase promptly. Providing support to their employees and teams contributes to the overall satisfaction of customers and assists in ongoing Service level improvements.

Apart from it the unit also shed light on the character of problem-solving and customer service adaptability. Individuals get training to identify the common challenges of customers and provide swift responses to dissolve these challenges. This unit also provides great encouragement for thinking creatively and taking the initiative to exceed the expectations of customers. This approach is proactive in assisting the poster of long-term loyalty of customers and providing the contribution to the business success that certifies the support is according to the goals of the organisation and customers` needs.

Objectives of Unit

The supporting team can acquire accurate tactics and complex areas at the workplace with these objectives of unit 317 - supporting the delivery of customer service.

To increase knowledge of the significant elements to contribute to the excellent service of customers including expectations and needs of customers with recognition.
To learn efficient techniques of communication such as clear messaging responding and active listening to feedback for improving the interaction of customers.
To recognise the significance of collaboration within the teams and certify efficient and seamless delivery service.
To generate the skills for resolving and identifying the services of customers and their challenges effectively and promptly.
To acquire a way to handle the requirements of changing customers and Expectations with a proactive and flexible approach.

Learning Outcomes

The main learning outcomes of unit 317 - supporting the delivery of customer service are catering for the difficult areas of the CMI including the interaction with customers here.

LO1: Understand the features and benefits of good customer service.

This learning outcome emphasises the crucial components of identification with customer service quality including prompt response, useful communication and empathy. Efficient customer service ensures the satisfaction of customers and leads to an increase in optimistic reviews loyalty and the growth of the business. Its focus is on understanding the needs of customers and providing consistently excellent service which provides great benefits to the customers and also increases the reputation and profitability of the organisation.

LO2: Understand factors that influence customer needs and expectations.

The customer`s expectations and needs are designed by multiple factors such as personal preferences element, cultural background and past experience s. this learning outcome identifies the way through which the components influence the behaviour of customers and the significance of recognising them for providing the designed solution. It also identifies the influence of external influences including the trends and competitors of the market. It can also increase the expectations of customers and make the requirements more refined with the offerings of service.

LO3: Understand the legal and organisational requirements that influence customer service delivery.

This learning outcome sheds light on the character of organisation and legislation framework in designing the practices of customer services. It catered for the relevant legislation including laws of equality, data protection consumer rights that make sure the delivery of service complies with the legislation standards. The policies codes and guidelines of organisation conduct are focused on providing delivery structure consistency and ethical customer service.

LO4: Know how to deliver a good customer experience.

Delivering a good experience for customers includes generating optimistic interaction at every customer journey touchpoint. In this learning outcome, you will find out the acquisition through which you can manage the customers with efficient communication, handling queries, generating reports and providing solutions which exceed or meet expectations. It also gets at the significance of personalized service and makes sure that the entire experience puts a great mark on customer satisfaction.

LO5: Know how to identify and respond to customer service problems.

Addressing and identifying customer service issues is essential to maintaining an optimistic relationship among customers. This learning outcome focuses on the way through which the dissatisfaction signs can be recognised or the potential issues earlier. It also gives the great acquisition for active problem solving which includes the way to collect information, check out the situation and implement efficient solutions. To respond professionally and properly to minimise the problem and its negative impact and retain the trust of customers.

Assessment Criteria

The assessment criteria come under each learning outcome of unit 317 - supporting the delivery of customer service to move on to the learning process in detail.

LO1: Understand the features and benefits of good customer service.

1.1 Elaborate the characteristics of good customer service.
1.2 Discuss the advantages of providing an efficient customer experience in the organisation.

LO2: Understand factors that influence customer needs and expectations.

2.1 Examine the versatile categories of customer services in an organisation.
2.2 Highlight the factors that impact the expectations and needs of customers.

LO3: Understand the legal and organisational requirements that influence customer service delivery.

3.1 Briefly describe legislation needs that influence customer service delivery.
3.2 Highlight the organisation`s scope in customer service including its procedure, policies and standards.
3.3 Describe the failing consequences of applying legal and standard requirements in the delivery of customer service.

LO4: Know how to deliver a good customer experience.

4.1 Highlight the main features of the journey of the customer.
4.2 Shed the light on the advantages of recognising the journey of the customer.
4.3 Examine the process of supporting individuals and teams to offer an efficient customer experience.
4.4 Describe the process utilised by the organisation for communicating with customers.
4.5 Examine the process of collecting customer feedback.

LO5: Know how to identify and respond to customer service problems.

5.1 Examine common reasons for problems in customer service.
5.2 Highlight the techniques to respond to the complaints of customers.
5.3 Elaborate the authority limits when dealing with the issues of customer service.
5.4 Examine the monitoring methods for delivering customer service.

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Unit 317 - Supporting the Delivery of Customer Service