Thursday 19 March 2009

Customer service strand C - UPDATE

c strand

This is concerned with the benefits of effective customer service and, in the case of stronger candidates, may well overlap with strand a.

c1 – The description must make reference to the organisation for marks to be awarded.

c2 – Follow the Assessment Evidence grid not the exemplification for c2 (page 75)

Make sure that you are referring to customer service procedures rather than to the services the organisation provides for its customers.

c3 – In recommending improvements you need to clarify the benefits that these would bring to the organisation. Again, ensure that they are referring to customer service procedures rather than to the services the organisation provides for its customers.