| 1 | identify customers and their characteristics and expectations | 1.1 | recognise typical customers and their expectations |
| 1.2 | discuss customer expectations with colleagues using recognised customer service language |
| 1.3 | follow procedures through which they and their colleagues deliver effective customer service |
| 2 | identify their organisation’s services and products | 2.1 | outline their organisation’s services and products to customers |
| 2.2 | greet customers politely and positively |
| 2.3 | list the information they need to deliver effective customer service and where that information can be found |
| 3 | know how to communicate using customer service language | 3.1 | identify the differences between an internal customer and an external customer |
| 3.2 | list their organisations services or products |
| 3.3 | describe the connection between customer expectations and customer satisfaction in customer service |
| 3.4 | describe why organisation procedures are important to good customer service |
| 3.5 | explain why teamwork is central to good customer service |
| 3.6 | identify the service offer of their organisation |
| 3.7 | identify the part they play in delivering customer service |
| 3.8 | identify who are their customers |
| 3.9 | describe the main characteristics of typical customers that they deal with |
| 3.10 | identify what impresses their customers and what annoys their customers |
| 3.11 | identify who’s who and who does what to deliver customer service in their organisation |
| 3.12 | describe the kinds of information they need to give good customer service to customers |
| 3.13 | explain how to find information about their organisation’s services or products |
| 3.14 | list typical customer service problems in their work and who should be told about them |
| 3.15 | explain how the way they behave affects their customer’s service experience |
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