Monitor and solve customer service problems within a vehicle parts environment
URN: IMIVPO14
Business Sectors (Suites): Vehicle Parts Operations
Developed by: IMI
Approved on:
30 Mar 2023
Overview
This standard is about solving immediate customer service problems effectively and about changing systems to avoid repeated customer service problems within vehicle parts operations.
For this standard parts may be new, refurbished or recycled.
Performance criteria
You must be able to:
P1 respond positively to customers' problems in line with organisational guidelines
P2 solve customer problems when it is within you own area of authority
P3 work with others to solve customers' problems
P4 keep customers informed of the action being taken
P5 check with customers that they are satisfied with the action taken
P6 solve problems within service systems and procedures which might affect customers before they become aware of them
P7 inform the relevant person(s) and colleagues of the steps taken to solve specific problems
P8 work individually or with colleagues to identify repeated customer service problems
P9 identify the options for dealing with repeated problems and consider the advantages and disadvantages of each option
P10 work with others to determine an agreed way forward for solving repeated problems
P11 select the best option for customers and your organisation
P12 negotiate changes to customer service systems and procedures with the relevant person(s) in order to reduce the chance of problems being repeated
P13 action your agreed solution
P14 keep customers informed in a positive and clear manner of steps being taken to solve any service problems
P15 monitor the solutions you have implemented and make any suitable changes to ensure that no further problems occur
P16 implement changes to customer service systems and procedures brought in by your organisation
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 negotiate with and reassure customers whilst their problems are being solved
K3 your customer's rights and how these rights determine what you are able to do for your customer in respect of:
K3.1 health and safetyK3.2 data protectionK3.3 equal opportunitiesK3.4 disability discriminationK4 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 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 determine what you can do within your jobK9 the limits of you own authority and when you need to seek agreement with or permission from othersK10 any organisational requirements relevant to your job, role and monitoring and solving customer service problemsK11 how the successful resolution of customer service problems contributes to customer loyalty with the external customer and improved working relationships with the internal customerK12 the importance of customer confidence and loyalty to the organisation and how you contribute towards them
Scope/range
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.*
CustomerThese are defined as internal and external customers
Options for resolutionThese are using formal organisational procedures, involving agreed and or authorised exceptions to usual practice.
Relevant person(s)Examples include manager, supervisor, team leader or senior manager.
Links To Other NOS
External Links
Version Number
1
Indicative Review Date
30 Mar 2026
Validity
Current
Status
Original
Originating Organisation
IMI
Original URN
VP14
Relevant Occupations
Vehicle Parts Advisor
SOC Code
7115
Keywords
Vehicle; parts; monitor; solve; customer; service; problems;