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Support customer service improvements within a vehicle parts environment

URN: IMIVPO15
Business Sectors (Suites): Vehicle Parts Operations
Developed by: IMI
Approved on: 30 Mar 2023

Overview

This standard is about making a contribution to improving customer service within vehicle parts operations by gathering and using customer feedback to identify improvements, making suggestions for and carrying out changes to customer service systems and assisting with the evaluation of changes to customer service levels.

Performance criteria

You must be able to:

P1 use agreed customer feedback procedures to obtain information from your customers on their needs and expectations 
P2 use the information obtained from your customers to develop a better understanding of their needs and expectations 
P3 identify ways the service you give your customers could be improved based on the information you have gathered 
P4 discuss your ideas for improving customer service with colleagues 
P5 identify a possible change that could be made to improve the service you give to your customers 
P6 present your suggestions for improving the service you give to the relevant person(s) 
P7 carry out changes to customer service systems or procedures either based on your own ideas or proposed by your organisation 
P8 keep your customers informed of changes to customer service in accordance with organisational guidelines 
P9 work positively with others to support the changes made by your organisation 
P10 discuss with others how changes to customer service are working 
P11 work with others to identify any negative aspects of changes and how these can be resolved

Knowledge and Understanding

You need to know and understand:

K1 how to communicate in a clear, polite, confident way and why this is important 
K2 how to work with others to identify and support change in the way in which service is delivered 
K3 the current Consumer legislation affecting customer's rights are and how they affect your handling of a customer issue. 
K4 the specific aspects of: 

K4.1 health and safety 
K4.2 data protection 
K4.3 equal opportunities 
K4.4 equality and diversity 
K4.5 disability discrimination 
K5 legislation and regulations that affect the way the products or services you deal with can be delivered to your customers 
K6 industry, organisational and professional codes of practice and ethical standards that affect the way the products or services you sell can be delivered to your customers 
K7 any contractual agreements that your customers have with your organisation 
K8 the products or services of your organisation relevant to your customer service role 
K9 the guidelines laid down by your organisation that determine what you can do within your job role 
K10 the limits of you own authority and when you need to seek agreement with or permission from other relevant person(s) 
K11 any organisational targets or objectives relevant to your job role, your responsibility in meeting them and the implications for your organisation if those targets are not met 
K12 how the customer experience is influenced and improved by the way service is delivered 
K13 how to capture both formal and informal feedback from customers 
K14 how customer feedback from customers is obtained and utilised to drive improvement in the service offered

Scope/range

1. **Relevant person(s)** include: 

1.1. manager 
1.2. supervisor 
1.3. team leader 
1.4. senior manager

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.

Change
These can be in products or services offered by your organisation, in how products or services are supplied or in how you and your colleagues behave when delivering products or services. 

Customer
These are defined as internal and external customers

Links To Other NOS

External Links

Version Number

1

Indicative Review Date

30 Mar 2026

Validity

Current

Status

Original

Originating Organisation

IMI

Original URN

VP15

Relevant Occupations

Vehicle Parts Advisor

SOC Code

7115

Keywords

Support; customer service; improvements; vehicle; parts; environment;