Contact Centre Professionals SVQ — Level 3
Unit Title — DL7Y 04 Remote support for products or services 3
Skills and Techniques
a
b
c
d
e
Confirming customer identity and validating requests
Expansion — Ensuring customer information used or given is correct:

investigating discrepancies between detail provided and authorisation criteria
Communicating information on products or services
Expansion — Communicating product or service information in a positive and professional way with the customer:

discussing advantages and disadvantages of complex products and services

discussing how the service product best fits the customers needs

keeping customer informed on progress

asking effective and appropriate probing questions
Making recommendations based on customer needs
Resolving and escalating requests and handling complaints
Expansion — The handling and resolution of customer issues in a constructive manner that ensures customers satisfaction:

diffusing volatile situations using appropriate communication techniques

delivering difficult messages to customers and explaining the reasons behind the decision

assessing priority of complaints

resolving routine complaints
Monitoring compliance with organisational requirements for customer support
Expansion — Activities concerned with ensuring compliance with organisational requirements for provision of customer support:

participating in audits of working practices and monitoring of work

gathering and recording information on customer support provision
SQA – Contact Centre SVQ – April 2006
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Knowledge and Understanding (K & U)
1
The products or services to be supported.
Expansion — Features, benefits or uses of products or services:

advanced features, benefits and options of products and services

how to identify alternative products or services to meet customers needs

how the products or services interact with others commonly available

where to obtain information on infrequently used product or service features or options

the impact of introducing new products and services
2
Organisational requirements for customer care.
Expansion — These are the objectives, procedures, processes or guidelines for customer care as defined by the organisation. These must include
procedures or processes for compliance with all relevant legislation or regulations:

customer service procedures (eg how to log customer information, how to initiate service calls, how to complete a sale)

authorisation procedures (eg how to confirm caller identity, how to validate requests)

escalation, resolution and complaint handling

quality assurance procedures

compliance with relevant legislation and regulations (eg data protection, financial services)

maintenance and communication of organisational brand or image

organisational aims and objectives
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Contact Centre Professionals SVQ — Level 3
Candidate Name: __________________________
(Please Print Name)
Unit Title — DL7Y 04 Remote support for products or services 3
Assessor Name:
(Please Print Name)
Support products or services
Ref
No.
Evidence Description
a
Skills and Techniques
b
c
d
K&U
e
1
2
Statement of Competence
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 – Contact Centre SVQ – April 2006
_____________________
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