Learning outcomes

Assessment criteria

1 Know how to improve personal

performance in customer service

1.1 identify common strengths and

weaknesses for customer service

practitioners

1.2 identify common development

needs for customer service

practitioners

1.3 state how to draw up development

objectives to improve performance

in customer service roles

1.4 outline how experiences of

customer service can help to

develop customer service

performance

1.5 identify appropriate people to give

feedback on customer service

performance

1.6 outline the process of reviewing and

updating customer service personal

development plans

1.7 describe the value of discussing

personal customer service learning

with others

2 Know how to develop customer

service skills

2.1 outline development activities that

could form part of a personal

development plan

2.2 outline how to review personal

strengths and development needs

to aid personal development in

customer service

2.3 outline how to obtain feedback from

others to aid personal development

in customer service

2.4 describe how to respond to

feedback to aid personal

development in customer service

2.5 state common sources of

information that can be used to

extend knowledge of organisations’

products and services

2.6 identify sources of information on

customer service knowledge and

skills that can help customer service

practitioners to develop