1.1 Explain how different methods of promoting products and/or services impact on customer service delivery

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1.1 Explain how different methods of promoting products and/or services impact on customer service delivery

Unit Title: Organise and deliver customer service

You must be able to:
1 Understand how to organise customer service delivery
1.1 Explain how different methods of promoting products and/or services impact on customer service delivery
1.2Explain who should be involved in the organisation of customer service delivery
1.3 Explain the importance of differentiating between customers’ wants, needs and expectations
1.4 Explain different ways of segmenting customer groups
1.5 Explain how customer segmentation is used in organising customer service delivery
1.6 Explain how to analyse the “customer journey”
2 Be able to plan the delivery of customer service
2.1 Identify customers’ needs and expectations
2.2 Map the “customer journey”
2.3 Confirm that systems and structures are in place to enable the delivery of agreed standards of customer service
2.4 Prepare the resources needed to deliver products and/or services to different types of customers
2.5Plan how to deal with unexpected additional workloads

2.6 Allocate priorities to address points of service failure
3 Be able to deliver customer service
3.1 Take steps to ensure that the needs of customers are balanced with organisational objectives
3.2 Agree realistic and achievable actions with customers
3.3 Identify areas for improvement in their own customer service delivery
3.4 Adapt their own customer service delivery to meet customers’ changing expectations