| 1 | review and monitor environmental and sustainability aspects of customer service | 1.1 | identify their organisation’s policies on customer service and on the environment and trace links between the two |
| 1.2 | identify their organisation’s policy on energy management and carbon emissions and their key links with customer service systems |
| 1.3 | identify their organisation’s policy on waste management and its key links with customer service systems |
| 1.4 | carry out a systematic review of their organisation’s customer service systems to identify opportunities for environmental improvements |
| 1.5 | identify service partnerships that affect their organisation’s environmental profile and what they might do to improve it |
| 1.6 | develop an action plan to promote environmental actions and improvements in their organisation’s customer service delivery |
| 2 | promote environmental and sustainable aspects of customer service in their organisation | 2.1 | make links between their organisation’s environmental policies and customer service delivery routines |
| 2.2 | encourage those involved in customer service delivery to promote an environmental approach by customers |
| 2.3 | identify and promote ways to minimise resource use in customer service delivery |
| 2.4 | communicate their organisation’s environmental policies to service partners including suppliers and encourage their participation in environmental improvements |
| 2.5 | communicate their organisation’s environmental policies to customers and encourage their participation in environmental improvements |
| 2.6 | develop staff awareness of environmental matters and ways they can contribute to environmentalism and sustainability |
| 2.7 | develop community stakeholder’s awareness of their organisation’s environmental policies and approaches |
| 3 | understand how to make customer service environmentally friendly and sustainable | 3.1 | explain principles of environmentalism and sustainability that are relevant to customer service operations |
| 3.2 | investigate ways to express environmental policies and link them with customer service |
| 3.3 | explain principles of energy management and reduction of carbon emissions |
| 3.4 | explain principles of waste management relevant to their organisation |
| 3.5 | evaluate techniques for reviewing environmental aspects of customer service systems |
| 3.6 | review different actions that may be taken to improve environmental aspects of customer service delivery |
| 3.7 | describe ways to minimise resource use in customer service delivery |
| 3.8 | evaluate techniques for communicating and developing awareness of environmental matters among stakeholders |
| 3.9 | describe ways to encourage customers to act more environmentally |
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