1.1 Evaluate the importance of viewing operations from the customer’s viewpoint

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1.1 Evaluate the importance of viewing operations from the customer’s viewpoint

Unit 41: Champion customer service D/506/2153

Learning Outcome - The learner will:
Assessment Criteria - The learner can:

1. Understand how to champion customer service

1.1
Evaluate the importance of viewing operations from the customer’s viewpoint
1.2
Analyse the role of service partners in providing customer service
1.3
Evaluate the effectiveness of information collection systems and reports
1.4
Describe organisational decision-making processes and limits of their own authority
1.5
Assess the suitability of a range of monitoring techniques to identify opportunities for customer service improvements
1.6
Describe activities that give added value to the service chain

2. Be able to identify the scope for improvements to customer service

2.1
Monitor customer service delivery to identify issues that are important to customer service
2.2
Analyse the implications of improvements to customer service
2.3
Identify customer service issues relating to new products and/or services
2.4
Identify the strategic and managerial implications of changes to customer service and the service offer

3. Be able to champion customer service

3.1
Promote the role of customer service within an organisation’s operational plans
3.2
Inform individual staff members about their role in championing customer service
3.3
Promote the benefits of effective customer service
3.4
Provide validated customer service advice and information to colleagues
3.5
Support others to identify areas for improvement to customer service
3.6
Monitor the effectiveness of advice and information given

3.7
Take actions to ensure that customer service delivery meets agreed standards