L2-Customer Service

Topics: Customer, Customer service, Good Pages: 28 (4044 words) Published: August 1, 2014
EDI Level 2 Certificate in Customer

Support Pack
Effective from: 1 September 2008
Accreditation Number:

Version 1

CU854: Supporting the Customer Service Environment
J/600/0658 Level 2: 7 Credits

Learner name:
Learner registration number:
Centre name/number:
Assessor/tutor name:

Your job role (if applicable):
Main organisation:
(This will either be the organisation the Learner is employed by or, if the Learner is not currently employed within the Customer Service sector an organisation they are familiar with.) Reason for choosing this organisation:

good organisation


Learner signature:


I confirm that the answers given within this workbook are my own work.

Assessor/tutor signature:


I confirm that the evidence in this workbook has been assessed against the assessment criteria for this unit and has judged for validity, authenticity, currency, reliability and sufficiency.


Assessment Guidance
It is expected that the majority of learners who will be undertaking this qualification will be employed, possibly part time, within a customer service role in an organisation. The expectation is that learners will choose to complete this workbook in the context of their own job role. This method should allow learners to access the material required with ease and utilise the information in the workbook as evidence against a competence-based qualification where appropriate. However, it is necessary for an understanding to be developed that customer service methods will vary significantly in different types of organisation. There is, however, no requirement that learners are employed in order to undertake this qualification and where this is the case it is vital that they gain knowledge and understanding of how customer service works in different organisations through case studies. Although it is expected that in, the main, the workbook will be contextualised to one organisation that the learner is familiar with, there is no absolute requirement for all questions to be answered in relation to that one organisation. In particular, learners may find that some questions may not be relevant to their own organisation. Where this is the case, it is perfectly acceptable to answer in relation to a different organisation. It would be helpful for the assessor / tutor that the organisation involved is noted on the appropriate page. The personal development plan must be completed on separate sheets of paper and attached to the workbook.

The final grade for this assignment will be pass or fail, there is no further grading. To achieve a pass learners must complete the requirements of the assessment criteria, which are noted clearly by each task. Further information is included in the mark scheme. Learners must complete the workbook task individually.


Customer Service QCF Level 2 Unit J/600/0658 Workbook
Supporting the customer service environment
Learning outcomes:
1 Apply the practical skills required to deliver effective customer service 2 Demonstrate how to meet customer needs and expectations
3 Communicate effectively with customers
4 Apply customer service improvements and develop self


State what type of organisation your workbook is based on. Include information about what the organisation does and the sector it is in.

This workbook is based on Berjaya Hotels & Resorts and I am an employee in this organization.
From the exotic island resorts of Tioman and Langkawi to the city hotels of Kuala Lumpur and Johor Bahru, Berjaya Hotels & Resorts’ prominence in Malaysia is further enhanced by the establishment of International hotels and resorts in Philippines, Seychelles, Sri Lanka and London. Berjaya Hotels & Resorts is a member of the Berjaya Corporation Group of Companies, a public listed Malaysian conglomerate. Presently, the group manages Berjaya properties in Malaysia, Asia Pacific and UK....
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