| 1 | Understand the meaning of internal customer | 1.1 | Describe what is meant by internal customers |
| 2 | Know the types of products and services relevant to internal customers | 2.1 | Describe the products and services offered by own organisation to internal customers |
| 3 | Understand how to deliver customer service that meets or exceeds internal customer expectations | 3.1 | Explain the purpose and value of identifying internal customer needs and expectations |
| 3.2 | Explain why customer service must meet or exceed internal customer expectations |
| 3.3 | Explain the value of meeting or exceeding internal customer expectations |
| 3.4 | Explain the purpose and value of building positive working relationships |
| 4 | Understand the purpose of quality standards and timescales for delivering customer service | 4.1 | Identify quality standards for own organisation and work |
| 4.2 | Explain the value of agreeing quality standards and timescales |
| 4.3 | Explain how to set and meet quality standards and timescales with internal customers |
| 5 | Understand how to deal with internal customer service problems | 5.1 | Describe the types of problems that internal customers may have |
| 5.2 | Explain ways of dealing with problems |
| 5.3 | Explain the purpose and value of a complaints procedure, if applicable |
| 6 | Understand how to monitor and evaluate internal customer service and the benefits of this | 6.1 | Explain the purpose and benefits of monitoring internal customer satisfaction and how to do so |
| 6.2 | Describe techniques for collecting and evaluating customer feedback |
| 6.3 | Explain the benefits of continuous improvement |
| 7 | Be able to build positive working relationships with internal customers | 7.1 | Identify internal customers |
| 7.2 | Confirm internal customer needs in terms of products and services |
| 7.3 | Confirm internal customer needs in terms of quality standards and timescales |
| 7.4 | Agree procedures to be followed if internal customer needs are not met |
| 8 | Be able to deliver customer services to agreed quality standards and timescales | 8.1 | Provide customer service(s) to agreed quality standards |
| 8.2 | Provide customer service(s) to agreed timescales |
| 8.3 | Check internal customer needs and expectations have been met |
| 9 | Be able to deal with internal customer service problems and complaints | 9.1 | Follow procedures, within agreed timescale, to a) process problems and complaints b) resolve problems and complaints c) refer problems and complaints, where necessary |
| 10 | Be able to monitor and evaluate customer services to internal customers | 10.1 | Obtain and record internal customer feedback |
| 10.2 | Analyse and evaluate internal customer feedback |
| 10.3 | Take action that will lead to improvement in customer service(s) to internal customers |
Don't show this message again.