Learning outcomes

Assessment criteria

1 Know what makes good customer

Service

1.1 explain the importance of effective

teamwork for the delivery of

excellent customer service

1.2 identify methods of dealing with

different types of customers to

achieve customer satisfaction

1.3 explain the importance of effective

communication in the delivery of

excellent customer service

1.4 describe how customer service

practitioners can ensure their

communication with diverse groups

of customers is effective

2 Understand the value of good

customer service

2.1 explain how customers form their

expectations of customer service

2.2 describe how customer service can

contribute to best value in

organisations

2.3 state how customer service can

provide a competitive advantage for

commercial organisations

2.4 outline the importance of

continuous improvement within

customer service

3 Know about customer service offers

3.1 describe how customer service

offers are designed to meet

customer expectations

3.2 identify how service offers are

affected by resource limitations

3.3 identify the impact that service

offers may have on different people

in the service chain

3.4 outline why organisations need to

balance customer satisfaction with

organisational goals

4 Understand factors affecting the

service offers of organisations

4.1 explain the importance of following

organisational procedures in the

delivery of customer service

4.2 compare the different approaches to

customer service across industries

4.3 describe features of services or

products that can influence

customer service delivery

4.4 justify ethical and value based

approaches of organisations to

customer service

4.5 explain how personal behaviour

affects the success of any changes

to customer service delivery

4.6 outline legislation that impacts on

customer service

4.7 outline external regulation that

impacts on customer service

5 Understand how organisational

policies and procedures can impact

on customer service improvements

5.1 outline types of organisational

policies and procedures that need to

be taken into account when

proposing improvements in

customer service

5.2 explain how to gain approval to

change customer service

procedures

5.3 identify the limitations of the roles

of customer service practitioners

5.4 identify who needs to be involved if

customer service practitioners

cannot authorise improvements

alone

5.5 explain strategies that can be used

to involve colleagues or service

partners in the implementation of

improvements