1 Assess the suitability of a range of techniques for monitoring customer problems

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