1 Assess the suitability of a range of techniques for monitoring customer problems
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Outcome 1 Understand the monitoring and resolution of customers’ problems
The learner can:
1 assess the suitability of a range of techniques for monitoring customer problems
2 explain how to use the resolution of customers’ problems to improve products and/or
services
3 explain how the successful resolution of customers’ problems contributes to customer
loyalty and enhanced business performance
4 explain the features of negotiating techniques used to resolve customers’ problems
Outcome 2 Be able to deal with customers’ problems
The learner can:
1 confirm the nature and cause of customers’ problems
2 explain when customers’ problems should be treated as complaints
3 explain the benefits to customers and the organisation of the options available to solve
problems
4 explain the drawbacks to customers and the organisation of the options available to
solve problems
5 explain to customers the options for resolving their problems
6 agree solutions that meet customers’ and organisational requirements within their own
levels of authority
7 inform colleagues of the nature of problems and actions taken
8 evaluate the effectiveness of the resolution of customers’ problems
9 adhere to organisational policies and procedures, legal and ethical requirements when
dealing with customers’ problems
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