1.1 identify common strengths and weaknesses for customer service practitioners
Unit 3: T/602/1361 Planning for Self-development in Customer Service
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1.1 outline how to prepare to deal with customers
Unit 2: A/602/1359 Delivering Effective Customer Service
1.1 identify the differences between internal and external customers
Unit 1: Y/602/1353 Understanding Good Customer Service
1.1 Differentiate between primary and secondary stakeholder groups
Unit 27: T/506/4460 Stakeholder engagement and management
1.1 Compare the use of different types of formal organisational structures
Unit 26: T/506/4457 Understanding organisational structure, culture, and values
1.1 Analyse trends and developments in management that influence the need for professional development
Unit 25: Y/506/4452 Managing personal and professional development
1.1 Analyse the importance of using appropriate online resources, including market and industry reports, when conducting market research
Unit 24: F/506/4221 Principles of Business Skills Needed for Proposals and Pitches
1.1 Explain the difference between personnel management and human resource management
Unit 23: L/506/4206 Human Resource Management
1.1 Analyse the main features of information management
Unit 22: F/506/4218 Managing Information and Knowledge
1.1 Outline the main types of operations found within business
Unit 21: M/506/4182 Principles of Operational Planning
1.1 Evaluate how management and leadership styles impact on customer service
Unit 20: A/506/4217 Principles of Customer Service Management
1.1 Explain the features of administrative systems used in different types and sizes of organisation
Unit 19: F/506/4140 Business Administration Systems
1.1 Assess the need for long and short term budgetary plans in a business
Unit 18: Y/506/3866 Budget Management
1.1 Analyse the effect of the mission, aims and objectives of an organisation on its structure and culture
Unit 17: A/506/4220 Understand How to Manage Work Activities to Improve Business Performance
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