Learner name:

Learner number:

K/601/1555UR30D10

Develop your own and others’ customer service skills

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.

UR30D10Develop your own and others’ customer service skills

Unit Description

UR30D10_v3

This unit is about taking responsibility for continuously developing your own customer service skills and passing those skills on to others. It is about helping yourself and others to learn and grow in your customer service roles. You may not be a manager or a supervisor but you may be responsible for showing others how things work and what they need to do. For example a new member of staff may need an introduction to the products, services, systems or procedures of your organisation and you may be asked to show them. Or you may need to coach someone from another department who has been transferred. Also, there may be the introduction of a new product, service, system or procedure that you are asked to learn about and present or demonstrate to others. This unit will help you to put ‘showing others’ into a formal framework that will help them to learn and improve your own coaching skills. The delivery of excellent customer service depends on your skills and the skills of those around you.

GLH

Credit value

Level

NOS

Observations

External paper(s)

53

8

3

D10

1

0

On completion of this unit you will:

Learning outcomes

Evidence requirements

UR30D10

Develop your own and others’ customer service skills

1. Be able to develop your own customer service skills

2. Be able to plan the coaching of others in customer service

3. Be able to coach others in customer service

4. Understand how to develop your own and others’ customer service skills

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. Evidence collected in a realistic working environment or a work placement is not permissible for this unit. Simulation is not allowed for any performance evidence within this unit.

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 personal development plan may be based on existing customer service skills and development activities that already take place in your organisation or new activities that you have to devise.

5. You must have constructed your personal development plan taking account of information about the knowledge and skills relevant to your:• customer service role• own preferred method of learning• workload• opportunities for learning on the job• opportunities for learning off the job.

6. An ‘appropriate person’ must be one or more of the following:• your manager• your supervisor or team leader• a colleague detailed to help you learn• your assessor• your mentor• someone from your training or personnel

department.

7. Feedback about your customer service performance must involve your line manager or supervisor and your evidence must show this.

8. Your evidence of coaching may relate either to a single colleague or several colleagues who may be:• new to the organisation or department• new to the job, procedure or system• experienced but seeking to refresh or

improve their customer service skills.

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

Achieving observation outcomes Achieving range

Achieving observations and range

UR30D10

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

UR30D10

Date outcome achieved

Learner signature

Assessor initials

Date outcome achieved

Learner signature

Assessor initials

Be able to develop your own customer service skills

You can:Competent performance observed (assessor initials)

Portfolio reference

a. Agree with a manager or mentor the specific customer service skills you need in your customer service role

b. Agree the actions you need to take to improve your customer service skills

c. Draw up a personal development plan based on your agreed actions to improve your customer service skills

d. Carry out your personal development activities and review your progress

e. Obtain feedback from your manager or mentor about your customer service performance and update your personal development plan

5

Outcome 2

UR30D10

Date outcome achieved

Learner signature

Assessor initials

6

Be able to plan the coaching of others in customer service

You can:Competent performance observed (assessor initials)

Portfolio reference

a. Identify and agree with colleagues specific customer service skills and knowledge those colleagues need in their customer service role

b. Identify opportunities for colleagues to take actions to develop their customer service skills

c. Plan and organise activities and coaching sessions for colleagues to help them develop their customer service skills

Outcome 3

UR30D10

Date outcome achieved

Learner signature

Assessor initials

7

Be able to coach others in customer service

You can:Competent performance observed (assessor initials)

Portfolio reference

a. Coach colleagues to develop specific and agreed customer service skills

b. Give colleagues the opportunity to practise skills, apply knowledge and gain experience to develop customer service competence

c. Regularly check the progress of colleagues and modify your coaching as appropriate

d. Give regular feedback to colleagues about the progress they are making

e. Explain clearly to colleagues how ongoing support will be provided

Range

UR30D108

Your portfolio must include:

Your personal development plan taking account ofinformation about the knowledge and skills relevant to your Portfolio reference

customer service role

own preferred method of learning

workload

opportunities for learning on the job

opportunities for learning off the job

Evidence of coaching that relates either to a single colleague or several colleagues who may be Portfolio reference

new to the organisation or department

new to the job, procedure or system

experienced but seeking to refresh or improve their customer service skills

Developing knowledge

UR30D10 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

UR30D1010

Understand how to develop your own and others’ customer service skills

You can: Portfolio reference /Assessor initials*

a. Describe organisational systems and procedures for developing your own and others' personal performance in customer service

b. Explain how your behaviour impacts on others

c. Explain how to review effectively your personal strengths and development needs

d. Describe how to put together a personal development plan for yourself or a colleague that will build on strengths and overcome weaknesses in areas that are important to customer service

e. Explain how to obtain useful and constructive personal feedback from others

f. Describe how to respond positively to personal feedback

g. Describe how to put together a coaching plan that will build on your strengths and overcome your weaknesses in areas that are important to customer service and your job role

h. Explain how to give useful and constructive personal feedback to others

i. Describe how to help others respond positively to personal feedback

* Assessor initials to be inserted if orally questioned.

Outcome 4