Learner name:

Learner number:

T/601/1526UR200D1

Develop customer relationships

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.

UR200D1Develop customer relationships

Unit Description

UR200D1_v3

When you deal with a customer regularly, you want to make each occasion a good customer experience—The impression you create and the way the service is delivered affects this in just the same way as when you deal with a customer only once. However, a longer-term relationship with a repeat customer also depends on building up your customer’s confidence in the service you offer. Loyalty and a long-term relationship rely on your customer having a realistic view of your organisation’s service and being comfortable with it. Your customer will return to your organisation if they feel confident that they will receive excellent service because they have enjoyed good customer experiences with you before.

GLH

Credit value

Level

NOS

Observations

External paper(s)

40

6

2

D1

1

0

On completion of this unit you will:

Learning outcomes

Evidence requirements

UR200D1

Develop customer relationships

1. Be able to build your customer’s confidence that the service you give will be excellent

2. Be able to meet the expectations of your customers

3. Be able to develop the long-term relationship between your customer and your organisation

4. Know how to develop customer relationships

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. Your communication with customers may be face to face, in writing, by telephone, text message, e-mail, internet (including social networking), intranet or by any other method you would be expected to use within your job role.

5. You must provide evidence of taking actions to meet the needs and expectations of your customer and of your organisation:• without being asked by your customer• at your customer’s request.

6. You must include evidence that you have balanced the needs of your customers and your organisation by:• making use of alternative products or

services offered by the organisation• varying the service you would normally

offer within organisational guidelines• saying ‘no’ to your customer

and explaining the limits of your organisation’s service offer.

7. There is no external paper requirement for this unit.

Achieving observation outcomes Achieving range

Achieving observations and range

UR200D1

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

UR200D1

Date outcome achieved

Learner signature

Assessor initials

Date outcome achieved

Learner signature

Assessor initials

Be able to build your customer’s confidence that the service you give will be excellent

You can:Competent performance observed (assessor initials)

Portfolio reference

a. Show that you behave assertively and professionally with customers

b. Allocate the time you take to deal with your customer following organisational guidelines

c. Reassure your customer that you are doing everything possible to keep the service promises made by the organisation

5

Outcome 2

UR200D1

Date outcome achieved

Learner signature

Assessor initials

6

Be able to meet the expectations of your customers

You can:Competent performance observed (assessor initials)

Portfolio reference

a. Recognise when there may be a conflict between your customer’s expectations and your organisation’s service offer

b. Balance your customer’s expectations with your organisation’s service offer by offering an alternative or by explaining the limits of the service offer

c. Work effectively with others to resolve any difficulties in meeting your customer’s expectations

Outcome 3

UR200D1

Date outcome achieved

Learner signature

Assessor initials

7

Be able to develop the long-term relationship between your customer and your organisation

You can:Competent performance observed (assessor initials)

Portfolio reference

a. Give additional help and information to your customer in response to customer questions and comments about your organisation’s services or products

b. Discuss expectations with your customer and explain how these compare with your organisation’s services or products

c. Advise others of feedback received from your customer

d. Identify new ways of helping customers based on the feedback customers have given you

e. Identify added value that your organisation could offer to long-term customers

Range

UR200D18

Your portfolio must include:

Evidence of taking actions to meet the needs and expectations of your customer and of your organisation Portfolio reference

without being asked by your customer

at your customer’s request

Evidence that you have balanced the needs of your customers and your organisation by Portfolio reference

making use of alternative products or services offered by the organisation

varying the service you would normally offer within organisational guidelines

saying ‘no’ to your customer and explaining the limits of your organisation’s service offer

Developing knowledge

UR200D1 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

UR200D110

Know how to develop customer relationships

You can: Portfolio reference /Assessor initials*

a. Describe your organisation’s services or products

b. Explain the importance of customer retention

c. Explain how your own behaviour affects the behaviour of the customer

d. Describe how to behave assertively and professionally with customers

e. Describe how to defuse potentially stressful situations

f. Identify the limitations of your organisation’s service offer

g. Compare how customer expectations may change as the customer deals with your organisation

h. Identify the cost and resource implications of an extension of the service offer to meet or exceed customer expectations

i. Explain the cost implications of bringing in new customers as opposed to retaining existing customers

j. Identify who to refer to when considering any variation to your organisation’s service offer

* Assessor initials to be inserted if orally questioned.

Outcome 4