| 1 | Understand the meaning of external customers | 1.1 | Describe what is meant by external customers |
| 2 | Know the types of products and services relevant to external customers | 2.1 | Describe the products and services offered by the organisation to external customers |
| 3 | Understand how to deliver customer service that meets or exceeds external customer expectations | 3.1 | Explain the purpose and value of identifying customer needs and expectations |
| 3.2 | Explain why customer service must meet or exceed customer expectations |
| 3.3 | Explain the value of meeting or exceeding customer expectations |
| 3.4 | Explain the purpose and value of building positive working relationships |
| 4 | Understand the purpose of quality standards and timescales for customer service to external customers | 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 external customers |
| 5 | Understand how to deal with customer service problems for external customers | 5.1 | Describe the types of problems that external customers may have |
| 5.2 | Explain the consequences of not meeting external customer needs and expectations |
| 5.3 | Explain ways of dealing with external customer services problems |
| 5.4 | Explain the purpose and value of a complaints procedure |
| 6 | Understand how to monitor and evaluate external customer service and the benefits of this | 6.1 | Explain the purpose and benefits of monitoring external customer satisfaction and how to do so |
| 6.2 | Describe techniques for collecting and evaluating external customer feedback |
| 6.3 | Explain the benefits of continuous improvement |
| 7 | Be able to build positive working relationships with external customers | 7.1 | Identify external customers |
| 7.2 | Confirm external customer needs in terms of products and services |
| 7.3 | Confirm external customer needs in terms of quality standards and timescales |
| 7.4 | Agree procedures to be followed if external customer needs are not met |
| 8 | Be able to deliver external customer services to agreed quality standards and timescales | 8.1 | Provide external customer service(s) to agreed quality standards |
| 8.2 | Provide external customer service(s) to agreed timescales |
| 8.3 | Check external customer needs and expectations have been met |
| 9 | Be able to deal with customer service problems and complaints for external customers | 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 services to external customers | 10.1 | Obtain and record external customer feedback |
| 10.2 | Analyse and evaluate external customer feedback |
| 10.3 | Take actions that will lead to improvement in service(s) to external customers |
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