Unit 329 Deliver, monitor and evaluate customer service to external customers
Outcome 1: Understand the meaning of external customers
Assessment Criteria
The learner can:
1.1 Describe what is meant by external customers
External customers are individuals or businesses who do not work for you but buy goods or services from you. As a manufacturer you may purchase your components parts from other companies and become their external customer. You then produce your product which you sell on to your own external customers. This can also apply to services, like hiring booking services as opposed to employing someone, you then become the bookkeepers external customer.
Outcome 2: Know the types of products and services relevant to
…show more content…
We can build positive working relationships by:
Making sure we respond quickly and effectively to any queries and keep in regular contact to make sure things happen.
Ensuring we have as much face to face contact as possible and not rely only on email or telephone calls.
Asking for feedback, good or bad and then act on that feedback to ensure things are enhanced for the customer.
Liaise over any issues or problems and keep everyone in the loop to that any delays can be minimised and dealt with.
Outcome 4: Understand the purpose of quality standards and timescales for customer service to external customers
Assessment Criteria
The learner can:
4.1 Identify quality standards for own organisation and work
The quality standards for an organisation set down the ‘rules’ around the products and services the business provides, the suppliers and services they use, how staff are recruited and trained and how customer service is dealt with.
I currently work at a Children’s Centre and the Centre’s quality standards are set by Ofsted and the EYFS (Early Years Foundation Stage) guidelines. These determine the service we provide to families and their children.
My own work as Administrator is governed by Oxfordshire County Council’s general quality standards relating to:
How I deal with telephone enquiries and emails
How documents are produced including their layout and format
How I do my daily work.
4.2 Explain the
EYFS sets standards for learning development and care for children aged 0-5 years. All schools and Ofsted registered early years providers including child minders, pre-schools and nurseries.
* Assemble project teams and make sure everyone is updated on project start dates, and there team responsibilities.
* Ensure that the well being of the customer is your first priority i.e. a doctor is called, they attend and help the customer
Discuttion, meetings, questions, if you have a question or don’t really understand whats going you should always ask and make sure you understand everything fully, that all emplyers etc know exactly what they
Analyse how legislative and regulatory frameworks inform quality standards that apply to the work setting.
Support and communicate. Inform others what is going on, involve to talk about the job, to ask questions about the job and how much they understand it.
Ofsted give clear guidelines on how the setting should run on a daily basis. This is evaluated by ongoing paperwork and meeting targets. Policies and procedures put into place guidelines on all care standards and regulations that all staff should adhere too. This is evaluated through appraisals and reflective practice. For example: When starting in the setting, I observed a staff member ‘doing for’ the children, rather than encouraging them. This was regarding the children’s independence and found that rather than staff giving out the children’s cutlery and cups during lunch- the children help each other to hand it out. I enforced this by having an informal chat with my Manager after careful observation.
written, email, fax, face to face; working effectively together with people like professionals, agencies and
Firstly, OFSTED (The Office for Standards in Education, Children’s Services and Skills) regulate and inspect children’s social care agencies and organisations, such as, care services for new born babies to schools and colleges which protects children and young people. Also, residential care homes, youth clubs, etc. would be regulated by OFSTED to review the quality of care they contribute to protect children and young people’s welfare. Following on from the quality, OFSTED look for implementation of legislation which protects and promotes children and young people’s prosperity. OFSTED ensures organisations provide high potential care quality for children and young people, including keeping them safe, healthy and wealthy. They promote this by allowing the child to have the right to enjoy and achieve the best lifestyle there are able to receive. Employees have to contribute to the quality to improve on the child’s wellbeing. This is accomplished by developing the children and
All aspects of my job role are regulated by policies and current legislation. The mandatory training that we attend has been designed to cover all aspects of legislation such as the Children's Act, which provides a Code of Practice to enable us provide the best possible care and support for children and young people. We also have inspections from OFSTED who ensure we are meeting, not only care standards, but also those relating to behaviour and
All of the policies and procedures by which I work are defined by The Children's Act 1989 which legislates for England and Wales. All our Safeguarding measures, Health and Safety policies and Child protection procedures must follow the relevant legislations. As a children’s residential home we have to follow The National Minimum Standards too and it is these
I always listen attentively and ensure I am giving out the correct advice by checking procedures. I always aim to achieve customer satisfaction.
1.1: Internal customers are people within the organisation or partners you also provide your services to. External customers are people outside the organisation that purchase your products/services.
My objective is to consistently provide our clients with the best service possible. I make myself available to clients both internal and external, and responses to requests are completed quickly and competently. When communicating with clients, I confidently assure them that their needs will be addressed immediately.
deciding when a face-to-face interaction is more appropriate than an email, phone call, or paper memo.