317 Supporting the Delivery of Customer Service

Unit Overview

317 Supporting the Delivery of Customer Service is a unit within the CMI Level 3 module that focuses on improving the ability of the leaders to effectively ensure that the organisation is able to deliver to its customers. The teams within the workplace are designed to meet the needs and demands of the customers. This ensures that the company is able to add value to both the internal and external customers that it is seeking to serve within the market and inside the organisation.

As such, it is important that the leaders understand the important role that they should play in supporting the activities within the workplace by ensuring that their teams are able to contribute to the process of customer service delivery. Before leaders engage in their leadership activities, therefore, they must understand critical information on customer service. They must be able to align the legal and organisational requirements on customer service delivery to their operations and activities within their teams or in their areas of responsibility. This involves being able to effectively support the individuals within their teams in ensuring that they fulfill their obligations to the customers.

317 Supporting the Delivery of Customer Service is a unit that is designed to address the learning needs of leaders in instilling the understanding of customer service delivery. The learners are taken through principles and approach that they can use to ensure the organisation is able to achieve its obligations or expectations in relation to meeting the needs of the customers. The unit contributes to ensuring the learners understand methods of analysing the legal and organisational requirements and ensuring that their organisations are able to achieve these goals and objectives. The unit is taught in 19 hours of guided learning and contributes 5 credit values towards the completion of the module.

Suitability of the Unit

317 Supporting the Delivery of Customer Service is a unit that is suitable for stakeholders and leaders within t eh workplace. The unit contributes to building the understanding of the different roles that each stakeholder must play in supporting the accomplishment of organisational goals and objectives in relation to customer service delivery and ensuring that the customers are satisfied. By going through the unit, all individuals involved in production within the workplace improve their capacities to achieve the desired goals of customer service delivery.

The unit is, however important for leaders within eh workplace who are in charge of setting the procedures, activities, and environments that should be adhered to when pursuing the roles and duties of delivering services to the customers. The unit is designed specifically for first-line managers and supervisors. These leaders are responsible for directing and overseeing the activities of project teams within the workplace.

These are teams that are involved in dealing directly with the customers; hence the unit helps this leader to develop suitable approaches to improve the ability y of team members to meet the set goals and objectives. The unit can also be pursued by senior managers, middle managers and enteral consultants who set the overall organisational structure and culture. Employees can also pursue the unit to improve capability in relation to performance within teams and preparation for leadership roles in the future.

Learning Outcomes

Upon completion of the unit, the learners should be able to:

• Understand the features of good customer service

• Identify the benefits that good customer service could have on the performance of the organisation and teams

• Identify different types of customers that the organisation needs to serve

• Understand the legal and organisational requirements that have been put up to guide the process of customer service delivery

• Identify eh consequences of failing to meet the identified standards and legal requirements in delivery of customer services

• Explain different methods of communication that can be used to ensure that the company is able to interact with its customers

• Identify the common causes of complaints from customers that arise due to issues with customer service delivery

• Understand the techniques that can be sued to respond to and handle customer complaints in relation tot eh customer service delivery within the limits of authority of the learner

• Identify approaches that can be used to monitor and improve customer service delivery within the organisation

Key Learning Areas

This is a unit that focuses on improving the understanding of the obligations of the learners in improving their performance towards meeting the needs and expectations of customers. Some of the main learning areas include:

Legal Frameworks

This area focuses on building an understanding of the role of managers in fulfilling the legal and ethical requirements that guide customer service standards. This area focuses on helping the leaders to understand the legal rights of customers, including contractual laws, trade descriptions, and other standards that should be followed within the organisation. It involves identifying the customer requirements and expectations as well as conducting standards and benchmarks.

Customer Service Standards

This area of learning focuses on understanding the implications and principles of customer service standards. It helps to differentiate between external customers and external customers as well as focus on external customers. It helps to identify potential customers and establish customer care standards and approaches that are appreciated within their areas of responsibility and organisation. The area also helps to master the role of effective relationships with the different types of customers in achieving the organisational roles and objectives.

Monitoring Customer Service Performance

His area focuses on improving the ability of the leaders to understand the customer needs of the customers and the techniques that evaluate the performance of the organisation against these standards. This step involves being able to effectively collect feedback from the customers and facilitate the implication of improving the standards of the organisation in achieving the organisation’s performance and its relation to fulfilling the customer care standards. These step further boosts the ability to develop a quality system that achieves the steps of monitoring the customer service practices and approaches within the organisation and in their areas of performance.

Evaluation

This unit is evaluated using a written assessment and the supervised practice or simulated exercises that is administered by the assessor. These approaches of evaluating the learner help to determine the accomplishment of learning goals and objectives through both practical and theoretical practice.