Back

Deal with customer returns of glass and related products

URN: GQAGP30
Business Sectors (Suites): Glass Processing
Developed by: GQA
Approved on: 2020

Overview

This standard covers the skills and knowledge required to be able to deal with the issue of customers returning glass and related products. This includes the checks to be made before accepting glass and related products for return and how to deal with situations where products are not accepted for return. The completion of recording systems and the physical return of products are also required, as is the need to be able to deal with problems associated with the return of products.

 

The standard is aimed at operatives working in glass distribution and warehousing roles.

Performance criteria

You must be able to:

  1. checks glass and related products for return following company guidelines
  2. minimise possibility of customers not agreeing with the result of checks carried out
  3. return glass and related products following standard operating procedures
  4. deal with situations/results of checks that mean glass and glass related products are not acceptable for return
  5. process glass and related products not accepted for return following standard operating procedures
  6. complete paperwork/record information for products not accepted for return, following standard operating procedures
  7. inform relevant people of products not accepted for return following standard operating procedures
  8. identify any problems and deal with them following standard operating procedures

Knowledge and Understanding

You need to know and understand:

  1. reasons the return of glass and related products may be required
  2. checks made before accepting glass and related products for return and why these checks are important
  3. how to minimise the possibility of customers not agreeing with results of checks carried out
  4. situations/results of checks that mean glass and glass related products are not acceptable for return
  5. what to do with glass and related products that are to be re-sold/returned
  6. what to do with glass and related products accepted for return are to be scrapped/re-cycled
  7. process to follow when glass and related products not accepted for return
  8. systems used to record information on the return of glass and related products
  9. procedures to follow when dealing with problems

Scope/range

Scope Performance

Scope Knowledge

Values

Behaviours

Skills

Glossary

Links To Other NOS

External Links

Version Number

2

Indicative Review Date

2025

Validity

Current

Status

Original

Originating Organisation

Proskills

Original URN

PROGP30

Relevant Occupations

Glass and Ceramic Maker Decorator Finisher

SOC Code

5441

Keywords

Glass Processing; decorator; unit maker; operator; packing; blower; cutter; painter; processor; cold end; craft; laminated; screen; warehousing