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NVQ Level 3 Bus Admin Unit 329 Outcomes 1 to 6 Questions answered

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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

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