IT Professional SVQ

Unit Title — DL7Y 04 Remote Support for Products or Services Level 3

Skills and Techniques

a Confirm customer identity and validate requests:
o  Investigating discrepancies between detail provided and authorisation criteria.
b Communicate information on products or services:
o  Discussing advantages and disadvantages of complex products and services;
o  Discussing how the product best fits the customers needs;
o  Keeping customer informed on progress;
o  Asking effective and appropriate probing questions.
c Make recommendations based upon customers needs.
d Resolve and escalate requests and handle complaints:
o  Diffusing volatile situations using appropriate communication techniques;
o  Delivering difficult messages to customers and explaining the reasons behind decisions;
o  Assessing priority of complaints;
o  Resolving routine complaints
e Monitor compliance with organisational requirements for customer support:
o  Participating in audits of working practice and monitoring of work;
o  Gathering and recording information on customer support provision.
Knowledge and Understanding (K & U)
1 Know the products or services to be supported:
o  Advanced features, benefits and options of products and services;
o  How to identify alternative products or services to meet customer needs;
o  How the products or services interact with others commonly available;
o  Where to obtain information on infrequently used product or service features or options;
o  The impact of introducing new products and services.
2 Know the organisational requirements for customer care:
o  Customer service procedures (e.g. logging customer information, initiating service calls, completing a sale);
o  Authorisation procedures (e.g. confirm caller identity, validate a request);
o  Escalation, resolution and complaint handling;
o  Compliance with relevant legislation and regulations (e.g. data protection, financial services);
o  Maintenance and communication of organisational brand or image;
o  Knowledge of organisational aims and objectives.


IT Professional SVQ — Level 3 Candidate Name: ______

(Please Print Name)

Unit Title — Remote Support for Products or Services Level 3 Assessor Name: ______

(Please Print Name)

Support Products or Services
Ref No. /

Evidence Description

(Minimum of 3 Substantial and complex tasks) / Skills & Techniques
covered
e.g. a, b, etc. / K & U
covered
e.g. 1, 2 , etc.

Unit complete

I confirm that all evidence (including knowledge and understanding), for the entire unit has been met.
Candidate Signature: ______Date:______Internal Verifier Signature: ______
Assessor Signature: ______Date: ______Date Sampled (by IV): ______

SQA – IT Practitioner SVQ - March 2005