Deal with queries and requests — City & Guilds Limited End-Point Assessment Business Administration Revision

    This topic covers dealing with customer queries and requests in customer service. Learners know products/services, clarify queries, and handle requests eff

    Topic Synopsis

    This topic covers dealing with customer queries and requests in customer service. Learners know products/services, clarify queries, and handle requests effectively.

    Key Concepts & Core Principles

    Exam Tips & Revision Strategies

    Common Misconceptions & Mistakes to Avoid

    Examiner Marking Points

    Deal with queries and requests

    CITY & GUILDS LIMITED
    vocational

    This topic covers dealing with customer queries and requests in customer service. Learners know products/services, clarify queries, and handle requests effectively.

    7
    Learning Outcomes
    14
    Assessment Guidance
    14
    Key Skills
    8
    Key Terms
    18
    Assessment Criteria

    Assessment criteria

    City & Guilds Entry Level Certificate for Introduction to Customer Service (Entry 3)
    City & Guilds Level 1 Award for Introduction to Customer Service
    City & Guilds Entry Level Award for Introduction to Customer Service (Entry 3)
    City & Guilds Level 1 Certificate for Introduction to Customer Service

    Topic Overview

    The City & Guilds Entry Level Certificate for Introduction to Customer Service (Entry 3) is designed to provide learners with the foundational knowledge and skills needed to deliver effective customer service in a variety of settings. This qualification covers key areas such as understanding who customers are, the importance of customer service, communication techniques, and how to handle basic customer enquiries and problems. It is ideal for students who are new to the subject or those looking to build confidence in a customer-facing role.

    This qualification is part of the wider Business Administration suite, linking directly to real-world workplace practices. By studying this topic, students will develop essential employability skills, including effective communication, teamwork, and problem-solving. Understanding customer service is crucial for any business, as it directly impacts customer satisfaction, loyalty, and the overall reputation of an organisation. This course provides a stepping stone to further study in customer service or business administration.

    Throughout the course, students will explore different types of customers (internal and external), the principles of good customer service, and how to adapt communication styles to meet customer needs. Practical scenarios and role-play activities are often used to help learners apply their knowledge. By the end of the qualification, students should be able to demonstrate a basic understanding of how to provide a positive customer experience and handle common service situations.

    Key Concepts

    Core ideas you must understand for this topic

    • →Internal and external customers: Internal customers are colleagues within the same organisation, while external customers are people outside the business who buy products or services.
    • →The importance of first impressions: Greeting customers politely, making eye contact, and using a friendly tone can set the tone for a positive interaction.
    • →Effective communication: This includes verbal skills (clear speech, appropriate language) and non-verbal skills (body language, facial expressions, active listening).
    • →Dealing with customer enquiries: Knowing how to listen carefully, ask questions to clarify, and provide accurate information or signpost to the right person.
    • →Handling basic problems: Following a simple procedure (e.g., apologise, listen, offer a solution, check satisfaction) to resolve common issues.

    Learning Objectives

    What you need to know and understand

    • Know the services and products of a section or department, Know the customer’s interests about the services and products of a section or department, Be able to clarify customer queries or requests, Be able to deal with queries or requests from customers
    • Know the services and products of a section or department, Know the customer’s interests about the services and products of a section or department, Be able to clarify customer queries or requests, Be able to deal with queries or requests from customers
    • Know the services and products of a section or department, Know the customer’s interests about the services and products of a section or department, Be able to clarify customer queries or requests, Be able to deal with queries or requests from customers
    • Identify the full range of products and services offered by a given section or department.
    • Recognise customer interests and how they relate to the organisation’s products and services.
    • Demonstrate the ability to clarify a customer query or request by asking suitable questions.
    • Apply appropriate procedures to deal with a customer query or request in a timely manner.

    Assessment Criteria

    Key criteria assessors look for in your portfolio

    • Knows the services and products of the section/department.
    • Understands customer interests related to products/services.
    • Clarifies customer queries accurately.
    • Deals with queries or requests in a timely manner.
    • Records and follows up on queries as needed.
    • Award credit for clearly demonstrating knowledge of key services and products relevant to their section/department, accurately describing features and benefits in their own words.
    • Assess the learner’s ability to identify the customer’s interests by recording specific cues (e.g., verbal questions, body language) and linking them to appropriate product/service options.
    • Credit for using open and closed questions effectively to clarify the exact nature of a query or request, ensuring all necessary details are gathered before responding.
    • Evidence of dealing with queries by providing straightforward, correct information or taking appropriate action (e.g., finding out, passing on to a colleague) within the scope of their role.
    • Look for consistent use of positive communication techniques (e.g., polite phrases, acknowledging the customer) throughout the interaction, even when unable to resolve the query immediately.
    • Award credit for accurately recalling key services and products within their section or department, demonstrating up-to-date knowledge.
    • Award credit for identifying the customer’s interests or needs by interpreting verbal cues or questions and tailoring responses accordingly.
    • Award credit for using appropriate clarification techniques, such as asking open-ended questions, paraphrasing, or summarising the customer’s query.
    • Award credit for resolving a query or request by providing correct information, offering alternatives where applicable, or escalating appropriately following organisational procedures.
    • Award credit when the learner accurately lists all key products and services of their chosen department, including any seasonal or promotional offers.
    • Credit evidence that the learner correctly identifies a customer’s stated or implied interests and links them to relevant product features or benefits.
    • In observed role-plays, look for the use of open and closed questions to clarify the customer’s needs and confirmation by paraphrasing.
    • Marks should be given for following organisational procedures when resolving a request, such as using standard scripts, logging the interaction, or escalating when necessary.

    Assessment Guidance

    Guidance for achieving higher grades

    • 💡Listen actively and repeat back the query to confirm.
    • 💡Keep product knowledge up to date.
    • 💡Stay calm and polite even with difficult customers.
    • 💡In any assessment (written or role-play), always start by clarifying the query: repeat back what you think the customer wants to confirm understanding before offering a solution.
    • 💡For portfolio evidence, include examples where you correctly identified a customer’s interest and linked it to a specific product or service, even if the outcome was a referral.
    • 💡When demonstrating dealing with a request, show you know the limits of your responsibility by clearly stating when you would need to seek help and why.
    • 💡Use key customer service vocabulary (e.g., ‘active listening’, ‘features vs benefits’, ‘empathy’) in written tasks to show grasp of underpinning knowledge expected at this level.
    • 💡In role-plays, always begin by listening actively and show you understand by paraphrasing the query before responding.
    • 💡Memorise key facts about your department’s products and services, including availability, pricing, and common customer interests.
    • 💡Practise using open questions to draw out the customer’s exact needs; avoid leading questions that might misdirect the interaction.
    • 💡Demonstrate your ability to handle requests by following a clear structure: listen, clarify, respond, and check satisfaction, while adhering to any given guidelines.
    • 💡In written tasks, structure your answers by first describing the product/service, then explaining a typical customer interest, and finally outlining how you would handle a related query.
    • 💡During role-play assessments, always paraphrase the customer’s request back to them to demonstrate clarification and build rapport before proposing a solution.
    • 💡Use the customer’s language and avoid jargon; examiners look for clear, empathetic communication that a real customer would understand.
    • 💡Use specific examples from your own experience or case studies to illustrate your answers. For instance, describe a time you helped a customer find an item or resolved a complaint.
    • 💡Remember to link your answers to the principles of good customer service, such as being helpful, friendly, and efficient. Show that you understand why these matter.
    • 💡In role-play or scenario questions, demonstrate a clear structure: greet, listen, respond, confirm understanding, and close positively. This shows you can apply the process.

    Common Mistakes

    Common errors to avoid in your coursework

    • Assuming what the customer wants without clarifying.
    • Giving incorrect information about products/services.
    • Failing to log queries for future reference.
    • Learners often assume the customer’s request without clarifying, leading to incorrect or irrelevant responses; they may jump to a solution before fully understanding the problem.
    • Confusing product features with benefits; Level 1 learners frequently list features but fail to explain how they meet the customer’s stated interests.
    • In role-play scenarios, candidates sometimes resort to script-learned responses without adapting to the customer’s tone or additional follow-up questions, missing natural conversation cues.
    • A common error is attempting to handle queries beyond their authority or knowledge instead of promptly escalating to a supervisor, which could mislead the customer.
    • Assuming the customer’s question without fully listening, leading to irrelevant or incomplete responses.
    • Providing inaccurate or outdated product/service information due to lack of preparation or over-reliance on memory.
    • Failing to paraphrase or check understanding, resulting in misunderstandings and unresolved queries.
    • Not following organisational protocols for handling requests, such as failing to record the interaction or failing to escalate complex issues to a supervisor.
    • Confusing product features with customer benefits; focusing on technical details rather than what the customer values.
    • Failing to listen actively and interrupting the customer, leading to incomplete understanding of the query.
    • Omitting to record the query or follow-up actions, which is a key part of maintaining customer service standards.
    • Misconception: Customer service is only about being polite. Correction: While politeness is important, effective customer service also involves active listening, problem-solving, and product knowledge.
    • Misconception: Only external customers matter. Correction: Internal customers (colleagues) also require good service; poor internal service can affect teamwork and external customer experience.
    • Misconception: You should always agree with the customer to keep them happy. Correction: Sometimes you need to say 'no' or explain policies, but you should do so respectfully and offer alternatives where possible.

    Frequently Asked Questions

    Common questions students ask about this topic

    Before You Start

    Prior knowledge that will help with this topic

    • •Basic literacy and numeracy skills (Entry 3 level) to read and understand customer information and handle simple transactions.
    • •An understanding of simple workplace expectations, such as punctuality, dress code, and following instructions.
    • •Familiarity with basic communication skills, including speaking clearly and listening to others.

    Key Terminology

    Essential terms to know

    • Know the services and products of a section or department, Know the customer’s interests about the services and products of a section or department, Be able to clarify customer queries or requests, Be able to deal with queries or requests from customers
    • Know the services and products of a section or department, Know the customer’s interests about the services and products of a section or department, Be able to clarify customer queries or requests, Be able to deal with queries or requests from customers
    • Know the services and products of a section or department, Know the customer’s interests about the services and products of a section or department, Be able to clarify customer queries or requests, Be able to deal with queries or requests from customers
    • Product and service knowledge
    • Understanding customer needs
    • Query clarification techniques
    • Request handling procedures
    • Effective communication skills

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