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Unit code: CFACSF6SCQF level: 8Credit points: 10
Unit summaryManagement responsibilities in a role that is directly related to customer service generally involve actions and a set of knowledge and understanding of legislation and regulation that impact on the management function and the way you fulfil it.Regulation of customer service may originate from within an organisation through policies and procedures or from external regulators. Some legislation applies directly to the relationship between service providers and customers. This unit is about observing the law and rules, and what you must know and understand in order to manage customer service processes effectively.
Unit assessment requirementsThere are no specific assessment requirements for this unit. Please refer to the overall Skills CFA Assessment Strategy in Annexe A.
TerminologyManagement; legislation; regulations; laws; rules; knowledge; understand; managing processes; influencing skills; customer
Assessment outcomes and standardsTo pass this unit, the candidate needs to demonstrate that they can meet all the assessment outcomes and standards for the unit. The standards outline the requirements the candidate is expected to meet to achieve the unit.
Knowledge and understanding
the steps that managers can take to encourage development of a customer service culture in your organisation
the importance of influencing skills for the development of customer service in your organisation
the opportunities provided and constraints placed on customer service delivery by the policies and procedures of your organisation
the structure of authority in your organisation relating to customer service management
the limits of your own authority and who else in the organisation needs to be involved if you cannot authorise customer service management actions alone
how you should involve service partners in customer service management actions
the sources of information about organisational rules, policies and procedures that relate to customer service
your organisation’s definition of a complaint and your responsibility in connection with complaints
the structure of legislation and external regulation that impacts on the customer service of your organisation
the importance of the regulatory authority of different legal and regulatory bodies for your organisation
the risks for your organisation presented by non-compliance with different legal and regulatory bodies
the level of knowledge and understanding needed by people in your organisation involved in customer service delivery regarding relevant legislation and external regulation
the importance of taking full account of legal and regulatory requirements when planning customer service developments
the relationship between customer service policy and compliance
Follow your organisation’s rules and culture related to customer service
contribute to the development of customer service in your organisation within the organisation’s rules and culture
act within your own authority to promote customer service in your organisation
use appropriate sources of information about organisational rules, policies and procedures that relate to customer service
deal with customer service problems and complaints within organisational rules
Follow external regulations and legislation when managing customer service
manage customer service activities following external regulations and legislation
assess the risks resulting from non-compliance with external regulations and legislation when supervising the delivery of customer service
contribute to development of customer service policies and procedures that comply with external regulations and legislation
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