Unit Award Scheme

116596 POSITIVE FUTURES (UNIT 5): INTRODUCTION TO CUSTOMER CARE

In successfully completing this unit, the Learner will have		Evidence needed
shown knowledge of
1	what is meant by 'customer care'	Student completed work
demonstrated the ability to
2	differentiate between an internal and an external customer	Student completed work
acquired an understanding of
3	how different services and products can relate to each other and assist in providing customer satisfaction	Student completed work
demonstrated the ability to
4	identify the key regularly used customer service terms	Student completed work
5	identify what is meant by 'customer expectations' and 'customer satisfaction'	Student completed work
shown knowledge of
6	how customer satisfaction results from meeting customer expectations	Summary sheet
demonstrated the ability to
7	identify at least two possible consequences if customer service does not meet customer expectations	Student completed work
8	state why good customer service matters to organisations	Student completed work
experienced
9	thinking about situations when they are a customer	Summary sheet
demonstrated the ability to
10	describe what matters to them when they are a customer.	Student completed work

All outcomes recorded on an AQA Summary Sheet

Approved 24 January 2022Level - Level Two