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Level 2 Award, Certificate & Diploma in Increasing Participation in Sport and Active Leisure in Community Settings (QCF) (4863-26) Unit 303 Customer service in the sport and active leisure industry Tutor Guidance 1. Explain the unit outcomes and check understanding. 2. Present students with unit assessments and processes for submission. 3. Utilise the PowerPoint to support lesson delivery, and student understanding. 4. Allow for students to record lesson information to support them in their assessment. 5. Consolidate after each lesson. 6. Link theory lesson outcomes with practical delivery. 7. Consolidate and link the practical and theory aspects with the unit outcomes and assessment. 8. Utilise any and all resources to support and deliver the unit outcomes for example – quizzes, risk assessments, health and safety checklist, injuries in football, video clips.

Unit 303 customer service in sport and active leisure

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Unit 303 customer service in sport and active leisure

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Page 1: Unit 303 customer service in sport and active leisure

Level 2 Award, Certificate & Diploma in Increasing Participation in Sport and Active Leisure in Community Settings (QCF) (4863-26)

Unit 303Customer service in the sport and active leisure industry

Tutor Guidance

1. Explain the unit outcomes and check understanding.2. Present students with unit assessments and processes for submission.3. Utilise the PowerPoint to support lesson delivery, and student understanding.4. Allow for students to record lesson information to support them in their assessment.5. Consolidate after each lesson.6. Link theory lesson outcomes with practical delivery.7. Consolidate and link the practical and theory aspects with the unit outcomes and assessment.8. Utilise any and all resources to support and deliver the unit outcomes for example – quizzes,

risk assessments, health and safety checklist, injuries in football, video clips.

Page 2: Unit 303 customer service in sport and active leisure

Level 2 Award, Certificate & Diploma in Increasing Participation in Sport and Active Leisure in Community Settings (QCF) (4863-26)

Unit 303Customer service in the sport and active leisure industry

Student Guidance

1. Review the unit standards, on Blackboard.2. Access unit assessment from Blackboard.3. Save assessment in your documents.4. Take part within group discussions.5. Record notes/ findings from both practical and theory lessons.6. Ask questions, to establish understanding.7. Take active role within practical lessons.8. Clear submission date and procedure.9. Clearly read the assessment requirements for example, prepare a presentation, write a report,

produce a leaflet.

Page 3: Unit 303 customer service in sport and active leisure

Level 2 Award, Certificate & Diploma in Increasing Participation in Sport and Active Leisure in Community Settings (QCF) (4863-26)

Unit 303Customer service in the sport and active

leisure industry

Unit aimThis unit explores the principles of customer service and its role within the sport and active leisureIndustry

Learning outcomesThere are two learning outcomes to this unit. The learner will:303.1: Understand the principles and benefits of providing good customer service in sport andactive leisure303.2: Be able to provide good customer service in sport and active leisure

Guided learning hoursIt is recommended that 26 hours should be allocated for this unit. This may be on a full-time or parttimebasis.

Page 4: Unit 303 customer service in sport and active leisure

Level 2 Award, Certificate & Diploma in Increasing Participation in Sport and Active Leisure in Community Settings (QCF) (4863-26)

The greatest discovery of my generation is that a human being can alter his life by altering his attitudes

Page 5: Unit 303 customer service in sport and active leisure

Level 2 Award, Certificate & Diploma in Increasing Participation in Sport and Active Leisure in Community Settings (QCF) (4863-26)

Outcome 1 Understand the principles and benefits of providinggood customer service in sport and active leisure

Assessment CriteriaThe learner can:

1. describe characteristics of good customer service

2. describe soft skills that support good customer service

3. describe the importance of personal presentation in the sport and active leisure industry

4. describe benefits of customer service in the sport and active leisure industry

5. identify internal and external customers in the sport and active leisure industry.

Page 6: Unit 303 customer service in sport and active leisure

Level 2 Award, Certificate & Diploma in Increasing Participation in Sport and Active Leisure in Community Settings (QCF) (4863-26)

Outcome 1 Understand the principles and benefits of providinggood customer service in sport and active leisure

Range

CharacteristicsDeliver on promises, keeping the customer updated, exceeding expectations, listen to customers and participants, respond to complaints, be helpful at all times, well trained staff, going the extra mile, tailor services to the individual, knowing and understanding customer requirements, flexibility, leadership, task orientation, pro-activeness, strong work ethic and the genuine desire to progress the company mission.

Page 7: Unit 303 customer service in sport and active leisure

Level 2 Award, Certificate & Diploma in Increasing Participation in Sport and Active Leisure in Community Settings (QCF) (4863-26)

Outcome 1 Understand the principles and benefits of providinggood customer service in sport and active leisure

Range

Soft SkillsEye contact, friendliness, body language, tone, communication

BenefitsLoyal customers, brand loyalty, strong customer base, happy staff, builds internal and external relationships, develops new business, good will

Internal customersColleagues, team mates, managers

External customersParticipants, parents of participants, suppliers, members, visitors

Page 8: Unit 303 customer service in sport and active leisure

Level 2 Award, Certificate & Diploma in Increasing Participation in Sport and Active Leisure in Community Settings (QCF) (4863-26)

A good manager can, at best, make a team 10% better. But a bad manager can make a

team up to 50% worse

Giovanni Trapattoni

Page 9: Unit 303 customer service in sport and active leisure

Level 2 Award, Certificate & Diploma in Increasing Participation in Sport and Active Leisure in Community Settings (QCF) (4863-26)

Assessment Criteria

Practical skillsThe learner can:

1. respond to customer requests

2. tailor customer service to different types of customers

3. manage customer complaints appropriately

Outcome 2 - Be able to provide good customer service in sportand active leisure

Page 10: Unit 303 customer service in sport and active leisure

Level 2 Award, Certificate & Diploma in Increasing Participation in Sport and Active Leisure in Community Settings (QCF) (4863-26)

Assessment CriteriaThe learner can:1. describe the role of the individual when delivering customer service

2. describe how to identify customer needs and expectations

3. explain the importance of anticipating and responding to varying customers’ needs and expectations

4. identify specific characteristics to use when communicating in different situations with customers

5. identify complaint handling procedures

6. describe the importance of dealing with complaints in a positive manner.

Outcome 2 - Be able to provide good customer service in sportand active leisure

Page 11: Unit 303 customer service in sport and active leisure

Level 2 Award, Certificate & Diploma in Increasing Participation in Sport and Active Leisure in Community Settings (QCF) (4863-26)

Range

CustomersInternal, external

RoleAmbassador for the organisation, build trust with the customers and clients, positive experience at work, role model, builds relationships,

How to identifySurvey, questionnaire, good relationship with customer, discussion, experience

Outcome 2 - Be able to provide good customer service in sportand active leisure

Page 12: Unit 303 customer service in sport and active leisure

Level 2 Award, Certificate & Diploma in Increasing Participation in Sport and Active Leisure in Community Settings (QCF) (4863-26)

Range

CharacteristicsTone, language, communication style (verbal, physical, demonstration)

ProceduresClear process, complaints treated equally, structure to use for responding to complaints

Outcome 2 - Be able to provide good customer service in sportand active leisure

Page 13: Unit 303 customer service in sport and active leisure

Level 2 Award, Certificate & Diploma in Increasing Participation in Sport and Active Leisure in Community Settings (QCF) (4863-26)