Manage the Achievement of Customer Satisfaction

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Unit Title: Manage the achievement of customer satisfaction OCR unit number 31 Level: 4 Credit value: 5 Guided learning hours: 25 Unit expiry date: 28/02/2015 Unit accreditation no: A/600/9793 Unit purpose and aim This unit helps learners to understand the importance of monitoring customer service satisfaction levels to manage the achievement of customer satisfaction. Learning Outcomes Assessment Criteria Exemplification The Learner will: The Learner can: This may include: 1. Be able to understand 1.1 Explain customer service standards within own organisation  The customer service standards of own organisation 1.2 Describe customer service best practice in own sector using research techniques  Appropriate methods of communications to explain the standards in a clear and understandable way  Best practice in own sector using research techniques such as: literature reviews, internet searches, discussions with colleagues in similar organisations, surveys, questionnaires customer service standards required in own organisation 2 Be able to implement sustainable processes for customer satisfaction 2.1 Define sustainable processes taking into account environmental issues 2.2 Identify sustainable processes to support customer service standards This may include:  The sustainable processes which are appropriate to the organisation such as: waste and recycling, paper and purchasing, alternative methods of communication  The sustainable processes which support customer service standards within own area  The content of an implementation plan for customer satisfaction 2.3 Produce a plan for implementation 2.4 State customer service standards with relevant key stakeholders © OCR 2010 1 3 4  Customer

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