Give customers at the roadside a positive impression of yourself and your organisation
URN: IMIRR18
Business Sectors (Suites): Accident Repair - SMART - Cosmetic,Accident Repair - SMART - PDR,Roadside Assistance,Vehicle Recovery
Developed by: IMI
Approved on:
2023
Overview
This standard is about communicating and dealing with customers at the roadside in a positive, effective and polite manner. By doing this you will be giving a positive impression of yourself, your organisation and any relevant clients.
Performance criteria
You must be able to:
P1 meet your organisation's standards for appearance and behaviour
P2 greet customers in a way that is appropriate to their needs
P3 take appropriate steps to protect the safety of your customer
P4 communicate with customers in a way that makes them feel valued and respected
P5 identify and confirm the needs and expectations of your customers
P6 treat customers courteously and helpfully even when you are working under pressure
P7 treat customers fairly (TCF) at all times
P8 maintain communication with customers to ensure that they are kept informed and reassured
P9 adapt your behaviour to respond effectively to different customer behaviour
P10 respond appropriately to customers who indicate that they need or want your attention
P11 select appropriate ways of communication with customers to suit their needs
P12 respond promptly and positively to customers' questions and comments
P13 allow customers time to consider your response and give further explanation when appropriate
P14 check with customers that you have fully understood their needs and expectations
P15 quickly locate information that will help customers
P16 give customers all information they need about the products or services offered by your organisation that may benefit them when requested
P17 explain clearly and concisely any information that customers might find complicated
P18 manage the expectations of the customers so that they do not feel that you over promise and under deliver
P19 refer to guidance when you cannot resolve or adequately meet the customer needs by yourself and know who to refer to for guidance
P20 meet your organisation’s standards relating to personal information
Knowledge and Understanding
You need to know and understand:
Legislative and organisational requirements and procedures
K1 how to communicate in a clear, polite, confident way and why this is important
K2 how to recognise when a customer is angry and or confused
K3 what your customers’ rights and limit of services are and how these may limit what you are able to do for them
K4 the specific aspects of:
K4.1 health and safetyK4.2 data protection
K4.3 equal opportunitiesK4.4 *treating customers fairly (TCF) *K4.5 disability discriminationK4.6 legislation and regulations that affect the way the products or services you deal with can be delivered to your customersK5 industry, organisational and professional codes of practice and ethical standards that affect the way the products or services you deal with can be delivered to your customersK6 any contractual agreements that your customers have with your organisationK7 the products or services of your organisation relevant to your customer service roleK8 the guidelines laid down by your organisation that limit what you can do within your job roleK9 the limits of your own authority and when you need to seek agreement with or permission from othersK10 any organisational targets relevant to your job, your role in meeting them and the implications for your organisation if those targets are not metK11 your organisation's standards for appearance and behaviourK12 your organisation’s guidelines for recognising customers' needs and expectations and responding positively to themK13 the rules and procedures regarding the methods of communications you use
Scope/range
1. Treating Customers Fairly (TCF) outcomes are:
1.1. consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture1.2. products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly1.3. consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale1.4. where consumers receive advice, the advice is suitable and takes account of their circumstances1.5. consumers are provided with products that perform as firms have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect1.6. consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint
Scope Performance
Scope Knowledge
Values
Behaviours
Skills
Glossary
This section contains examples and explanations of some of the terms used but does not form part of the standard.
*
Customers
These are defined as vehicle drivers, passengers and any other people present that may be previous or future customers
Legislation
Examples could include relevant aspects of contract law, Sale of Goods Act 1979; Supply of Goods and Services Act 1982; Unfair Contract Terms 1977; Consumer Protection Act 1987; Road Traffic Act 1988; Consumer Protection Act 1974; Trade Descriptions Act 1968; Data Protection Act 1998; The Sale and Supply of Goods and Consumer Regulations 2002, and current Financial Conduct Authority (FCA) legislation
Targets *
Examples include organisational and personal quantitative and qualitative parts and sales targets, customer service and retention targets
Links To Other NOS
External Links
Version Number
2
Indicative Review Date
2026
Validity
Current
Status
Original
Originating Organisation
IMI
Original URN
RR18
Relevant Occupations
Roadside Assistance Manager, Roadside Assistance Senior Technician, Roadside Assistance Technician, Vehicle Recovery Operator, Vehicle Recovery Technical Operator
SOC Code
5231
Keywords
Vehicle; roadside; recovery; assistance; customers; positive; impression; organisation; repair