Hi there!  "Explain the need to balance the requirements of regulations with the needs and objectives of your organization" = "When you are at work, why is it important to consider the Law (and what it requires) as well as what your organisation requires of you?" "How you would incorporate relevant regulations and legislations when planning and implementing improvements and developments" = "When planning and implementing changes and improvements at work, how do you make sure they are legal and within the law?"

Hi IV1980 and Dave,

Thank you so much for your replies. I have a good idea now what is required and was on the wrong track before. I work for the NHS dealing with patients in one of the clinics so I need to take into account health and safety, fire, human rights, disability etc.  Is that right?

Thank you again for your advice - my assessor not too helpful and just told me to ask my superior-but she is on holiday.

Learner

You absolutely DON'T need a book for this NVQ!

It is all straightforward and common sense, once you get your head around the terminology and what the standards are asking you for. It's a pity your assessor isn't more supportive as I see my role to help and encourage my candidates, not to just brush them off.

Some of the P/C's for unit 301 & 302 are a tad difficult to understand as the people who write the standards love to use long and complicated words when simple ones will do.

A posted query here is a lot cheaper than buying a book!

Dave

Hi Dave

Sorry that last reply should have been addressed to you as you were kind enough to reply to me.

learner

Thank you again Dave for your time.
You have made it so much clearer! I spend all last week and yesterday typing and re typing my answers but still unsure if I had answered correctly!
Because of your reply, I can now get my teeth into it today.

Thanks your a real star. I probably would have given up if it hadnt been for your advice!

Have a good day. It is thundering and lightening here - so good day to get all this work done

Hi Learner

This unit, 301, is one, along with the other mandatory unit 302, which can be covered by question and answer or a professional discussion with your assessor.

301 1.1
Think of it this way, what are your customers' needs and expectations? How do you go about making sure your service offer meets those needs and expectations?
You say your customers have hearing difficulties, what does your organisation do to meet that need? etc. The way you make that decision, as you say, is also valid.

301 1.3
What is the service chain? It is other departments or agencies. I presume your "service chain" would include GP's, hearing aid suppliers, societies for the deaf, social services and other hospital departments. What effect does what you do have on these other agencies/departments?

301 1.8
This is one of those I mentioned before which is aimed at the wider service industry.
Simply put, if any organisation meets or exceeds their customers' expectations then those customers are likely to come back, spend more or recommend it to others. This is a competitive advantage. Think about your hearing aid suppliers, I bet some are better than others, more efficient, better quality, better service etc? That's what its about.
For your department it's probably limited but I suppose your customers could go to another hospital to get hearing aids if you didn't deliver good customer service.

Hope this helps.

Dave

PS I hope you are cross referencing your evidence over all your units!

Hi Kay

Yes, Unit 7 (or 301 at city & Guilds) is one that you won't get hardly any evidence for from reflective accounts etc.

You should have a bit for element 7.1.11, as I'm sure you have recorded how you have dealt with an upset or complaining customer. Also a bit for element 7.1.13?

Keep going, you're nearly there!

Dave


Edited by isettaman - 08 Nov 2008 at 11:40pm

Hi Kay

"but Unit 7 has not been included in the units it covers. Not sure why."
This doesn't make sense, evidence should not be restricted to certain units, it should be assessed holistically. It might be that it wasn't included in the assessment plan but that does not mean that it cannot be used for any other units. If your assessor wants to be pickky, he/she just needs to make a note on the assessment plan that unit 7 was included.
I avoid making references to units when writing assessment plans but rather talk about "dealing with an awkward customer" or "resolving a problem" then I assess all evidence against all the units.
When it comes towards the end and we just have a few bits to cover, I then get the candidate to target evidence to those particular items.

Keep it up.

Dave

Hi Learner

It really depends on how your assessor wants to assess this unit. There are three ways to go:
1. Professional discussion where you will talk your assessor through the PC's ones by one and he/she will record this (either in writing or by use of a voice recorder)
2. Oral question and answer where your assessor asks you about each PC and you give a reply.
3. You go through and write answers/explanations for each PC.
Not a great deal of difference only with the first two your assessor does the recording and the third you have to do the writing.

Remember, this method of assessing PC's is only applicable to this unit, 301 and 302. All other units must be assessed in the normal manner.

Dave

Hi

Please could I ask for help on Unit 301.1.6. give examples of the similarities and differences in planning customer service offers for the commercial, public sector and private sector not-for-profit organisations.

I am aware of the differences in public and private but the "private sector not for profit" is confusing. I am aware of budget/staffing limitations in a public sector and goals would be different, but private sector normally have more money to buy better eqt. premises, after care etc. but usually for profit making.
Please could you give me some pointers??

Many Thanks

Kay

Hi Alison,
I would like to wish you good luck with the course. I dont recommend a book as the one I used did not relate to the questions I was given.

I went to the library to research any questions i wasnt sure of but i found by asking colleaques at work i was able to get help and by going onto my companies policies website i was able to get the info i needed.

It is a hard unit but keep asking your assessor for help. Keep at it and you will soon finish!
If I can be of any further help, pls contact me.
I am delighted to say I finished and passed.

Good luck
Kay

Hi Alison

Dave was a huge help to me, so don't hesitate to go onto the forum for help too.

Thank you Dave for your guidance in helping me complete my NVQ3 Customer Care
Kay

Hi Alison

Just to clarify, which Retail NVQ (management, sales professional or visual merchandising?) are you doing and what optional units have you chosen?

Policies? 36 years as a manager with Sainsburys has given me a fairly good grounding.

Ask away.   

Dave

PS Which awarding body are you with? C&G, OCR etc?

Edited by isettaman - 09 May 2009 at 11:49am

Thanks for that, Alison.

You are doing the Customer Service L3 NOT Retail, which has a very different range of units. You had me confused for a bit!

Units 7 & 8 are a bit scary at first sight but not too difficult. As I said before, have a scroll down this posting to see what's already been said.

If you need any further assistance, just ask.

Dave