Learning outcomes

Assessment criteria

1 Know the characteristics of

customers and their expectations

1.1 identify the differences between

internal and external customers

1.2 describe the connection between

customer expectations and

customer satisfaction in customer

service

1.3 outline the main characteristics of

typical customers

1.4 identify aspects of customer service

that may exceed customer

expectations

1.5 identify aspects of customer service

that could fall short of customer

expectations

2 Know how customer service is

delivered in organisations

2.1 identify the different responsibilities

of people involved in the delivery of

customer service

2.2 identify the different job roles

involved in the delivery of customer

service

2.3 state the kinds of information

needed to deliver good customer

service

2.4 identify common sources of

information that customer service

practitioners can use to find

information about organisations

2.5 explain how customers’ service

experience is affected by the way

customer service practitioners

behave

2.6 outline typical customer service

problems

2.7 identify to whom customer service

problems should be reported

3. Know customer service practices and

Procedures

3.1 describe why teamwork is essential

to good customer service practice

3.2 identify organisational practices and

procedures that relate to customer

service work

3.3 describe why organisational

procedures are important to good

customer service

3.4 state when customer service issues

should be referred to someone in

authority

3.5 state how to refer customer service

issues to someone in authority

3.6 outline how customer service

practitioners protect the security of

customers and their property

3.7 outline how customer service

practitioners protect the security of

information about customers

4 Know legislation and external

regulations that relate to customer

service

4.1 identify health and safety

responsibilities relating to customer

service work

4.2 outline the responsibility of

customer service practitioners to

treat customers equally

4.3 outline requirements relating to the

protection of customer data

4.4 outline requirements relating to the

confidentiality of organisational data

4.5 outline how legislation affects

customer service work

4.6 outline how external regulations

affect customer service work