Observation checklist

1: Preparing to deal with customers

Candidate
Date
Duration of observation (mins)
Venue
Assessor
Observed / Unit / Criteria
Meet their organisation's standards of appearance and behaviour
Ensure that the area they work in is tidy. Safe and organised efficiently
Prepare and arrange everything they need to deal with customers before their shift or period of work commences / £
£
£ / NVQ 10
NVQ 26
NVQ 26 / 1.1
1.2
1.3
Greet customers politely and positively
Recognise typical customers and their expectations / £
£ / NVQ 1
NVQ 1 / 2.2
1.1
Outline their organisation's services and products to customers
Follow procedures through which they and their colleagues deliver effective customer service
Follow organisational practices and procedures that relate to their customer service work
Recognise the limits of what they are allowed to do when delivering customer service
Refer to somebody in authority when they need to
Work in a way that protects the security of customers and their property
Work in a way that protects the security of information about customers / £
£
£
£
£
£
£ / NVQ 1
NVQ 1
NVQ 2
NVQ 2
NVQ 2
NVQ 2
NVQ 2 / 2.1
1.3
1.1
1.2
1.3
1.4
1.5
Discuss customer expectations with colleagues using recognised customer service language / £ / NVQ 1 / 1.2
Show that they behave assertively and professionally with customers
Allocate the time they take to deal with their customer following organisational guidelines
Reassure their customer that they are doing everything possible to keep the service promises made by the organisation
Recognise when there may be a conflict between their customer's expectations your organisation's service offer
Balance their customer's expectations with their organisation's service offer by offering an alternative or explaining the limits of the service offer
Work effectively with others to resolve any difficulties in meeting their customer's expectations
Give additional help and information to their customer in response to customer questions and comments about their organisation's services or products
Discuss expectations with their customer and explain how these compare with their organisation's services or products / £
£
£
£
£
£
£
£ / NVQ 49
NVQ 49
NVQ 49
NVQ 49
NVQ 49
NVQ 49
NVQ 49
NVQ 49 / 1.1
1.2
1.3
2.1
2.2
2.3
3.1
3.2
Check that the service they have given meets their customers' needs and expectations
Keep their knowledge of their organisation's services or products up-to-date / £
£ / NVQ 26
NVQ 26 / 3.1
1.1

Assessor signature: Date:


Question and answer

Achieved / Unit / Criteria
Describe the connection between customer expectations and customer satisfaction in customer service / £ / TC 1 / 1.2
Describe why organisational procedures are important to good customer service / £ / TC 1 / 3.3
Identify health and safety responsibilities relating to customer service work / £ / TC 1 / 4.1
Outline the main characteristics of typical customers / £ / TC 1 / 1.3

Comments

Action plan

Assessor signature: Date:

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