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Unit Title: Understand the customer service environment
You must be able to:
1 Understand the concepts and practices underpinning customer service delivery1.1 Explain the value of customer service as a competitive tool1.2 Explain the process of mapping the customer journey and its importance in delivering effective customer service1.3 Describe techniques used to identify service failures1.4 Explain the concept and importance of the service profit chain1.5 Describe methods of measuring organisational effectiveness in the delivery of customer service2 Understand the relationship between customer service and a brand2.1 Explain the importance of a brand to customers and to an organisation2.2 Explain how branding can influence customers’ perception of an organisation and its products and/or services2.3 Explain the potential impact of good and poor customer service on a brand3 Understand the structure of customer service3.1 Explain the features of different customer service models and customer service standards3.2 Explain the relationship between customer service and operational areas of an organisation3.3 Explain the relationship between customer service and continuous improvement processes3.4 Explain the costs and benefits of customer service to an organisation3.5 Explain the impact of organisational values on how customers create their expectations3.6 Explain how organisational values impact on meeting customer expectations4 Understand the implications of legislation on customer service delivery4.1 Explain the implications of consumer-related legislation on customer service delivery4.2 Explain the implications of confidentiality and data protection legislation for the collection, storage and use of customer information