Unit 11: Improve the customer’s experience in active leisure
Unit reference number:R/503/0865
QCF level:3
Credit value:3
Guided learning hours:15
Unit summary
This unit assesses the competence required to improve the customer experience in an active leisure environment.
Learning outcomes and assessment criteria
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Learning outcomes
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Assessment criteria
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Evidence type
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Portfolio reference
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Date
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1. Be able to co-ordinate customer service improvements in an active leisure environment
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- Evaluate the customer experience in an active leisure environment
- Enable team members to contribute their own ideas about how to improve the customer experience
- Identify how the team can improve the customer experience
- Co-ordinate team activities to improve the customer experience
- Monitor customer service improvements, providing support to customers and team members when necessary
- Evaluate the impact of customer service improvements on the business
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2. Be able to improve own customer service performance in active leisure
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- Evaluate with others how own behaviour, with colleagues and with customers, impacts on customer service performance
- Adjust own behaviour with colleagues and with customers to improve customer service performance
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3. Be able to monitor team performance when improving customer service
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- Evaluate with others how teamwork affects customer service performance
- Work with others to collect information on team customer service performance
- Identify with others how customer service teamwork could be improved
- Take action with others to improve customer service performance
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Assessment requirements/evidence requirements
Learning outcomes 1-3
- Evidence of performance in the workplace on more than one occasion. There should be a combination of at least two of the following:
- observation (for example team briefings or observing the learner monitoring the customer service work of others)
- testimony of others (for example line manager)
- products of work (for example customer feedback evaluations, reports on how to improve customer service, notes of team meetings, relevant emails to team members)
- reflective account. Simulations are not allowed.
Assessment methodology
This unit is assessed in the workplace or in conditions resembling the workplace. Learners can enter the types of evidence they are presenting for assessment and the submission date against each assessment criterion.
Alternatively, centre documentation should be used to record this information.
