Unit HSL23 (F04D 04)
Improve the Customer Relationship
This Unit is about building and improving relationships with customers. These may be internal customers or members of
the public. It is about making customers feel that you genuinely want to give them high levels of service and that you will
make every possible effort to meet or exceed their expectations. This encourages loyalty from external customers or
good working relationships with internal customers.
This Unit is a sector specific unit and has particular links with the following units in the Hospitality Supervision and
Leadership suite of standards.
This Unit is Unit 26 from the Institute of Customer Services suite of standards.
Assessor feedback on completion of Unit
Unit HSL23 (F04D 04)
© SQA 2009
Improve the Customer Relationship
1
Unit HSL23 (F04D 04)
Improve the Customer Relationship
I confirm that the evidence detailed in this Unit is my own work and meets the requirements of the National Occupational standards.
Candidate Signature
Date
I confirm that the candidate has achieved all the requirements of this Unit.
Assessor Signature
Date
Countersigning Assessor Signature (if applicable)
Date
I confirm that the candidate’s sampled work meets the standards specified for this Unit and may be presented for external
verification.
Internal Verifier Signature
Date
Countersigning Internal Verifier (if applicable)
Date
External Verifier Initial and
Date (if sampled)
Unit HSL23 (F04D 04)
© SQA 2009
Improve the Customer Relationship
2
Unit HSL23 (F04D 04)
Improve the Customer Relationship
What you have to do
When you monitor and solve customer service problems
you must consistently:
P1
P2
P3
P4
P5
P6
P7
P8
P9
P10
P11
P12
P13
Select and use the best method of communication to
meet your customers’ expectations.
Take the initiative to contact your customers to
update them when things are not going to plan or
when you require further information.
Adapt your communication to respond to individual
customer’s feelings.
Meet your customers’ expectations within your
organisation’s service offer.
Explain the reasons to your customers sensitively
and positively when their expectations cannot be met.
Identify alternative solutions for your customers either
within or outside the organisation.
Identify the costs and benefits of these solutions to
your organisation and to your customers.
Negotiate and agree solutions within your customers
which satisfy them and are acceptable to your
organisation.
Take action to satisfy your customers with the agreed
solution.
Make extra efforts to improve your relationship with
your customers.
Recognise opportunities to exceed your customers’
expectations.
Take action to exceed your customers’ expectations
within the limits of your own authority.
Gain the help and support of others to exceed your
customers’ expectations.
Unit HSL23 (F04D 04)
© SQA 2009
Improve the Customer Relationship
Behaviours
B1
B2
B3
B4
B5
You identify people’s preferred communication media and
styles and adopt media and styles appropriate to different
people and situations.
You demonstrate a clear understanding of different customers
and their real and perceived needs.
You keep people informed of plans and developments.
You generate and recognise imaginative and innovative
solutions.
You recognise the limits of your own authority.
3
Unit HSL23 (F04D 04)
© SQA 2009
Improve the Customer Relationship
4
B5
B4
B3
B2
B1
P13
P12
P11
P10
P9
P8
P7
Behaviours
P6
P5
What you have to do
P4
Date
P3
Evidence description
P1
Evidence
number
Improve the Customer Relationship
P2
Unit HSL23 (F04D 04)
Unit HSL23 (F04D 04)
Improve the Customer Relationship
What you have to know
Knowledge Statements marked by  cannot be inferred
K1
How to make best use of the method of communication chosen for dealing with your customers.
K2
How to negotiate effectively with your customers.
K3
How to assess the costs and benefits to your customer and your organisation of any unusual agreement you
make.
K4
The importance of customer loyalty and/or improved internal customer relationships to your organisation.
Unit HSL23 (F04D 04)
© SQA 2009
Improve the Customer Relationship
Completed
date or
appendix
5
Unit HSL23 (F04D 04)
Improve the Customer Relationship
Supplementary evidence
Evidence/Question
Answer
Date
1
2
3
Evidence must come from candidate’s work in the associated work area. There must be sufficient evidence for the Assessor to
judge that the candidate can achieve the learning outcomes and assessment criteria on a consistent basis.
Unit HSL23 (F04D 04)
© SQA 2009
Improve the Customer Relationship
6