| 1 | Apply the practical skills required to deliver effective customer service | 1.1 | Identify the type of organisation |
| 1.2 | Identify the organisation's customers including internal and/or external and those with specific needs |
| 1.3 | Illustrate a customer service supply chain within an organisation |
| 1.4 | Maintain established customer records |
| 1.5 | Suggest a unique selling point or unique service offer for a product or service |
| 1.6 | Suggest ways of promoting a product or service to increase customer awareness |
| 1.7 | Compare the strengths and weaknesses of the promotional methods available |
| 2 | Demonstrate how to meet customer needs and expectations | 2.1 | Identify how customers demonstrate their own individual needs and expectations |
| 2.2 | Identify customers with special requirements |
| 2.3 | Identify how to use methods of communication and behaviour to meet the individual needs of specified customers |
| 2.4 | Identify anduse methods of checking customer satisfaction |
| 2.5 | Identify ways in which an organisation might improve its reputation |
| 3 | Communicate effectively with customers | 3.1 | Use different methods of communication |
| 3.2 | Identify the interpersonal skills which are required for effective team-working |
| 3.3 | Describe how to adapt own behaviour to meet the individual needs of the team |
| 3.4 | Use the telephone system efficiently and effectively |
| 3.5 | Identify the personal qualities required to deal with customer problems |
| 3.6 | Describe the skills required to deal with potentially stressful situations |
| 3.7 | Apply problem solving theories to resolving a customer service problem |
| 3.8 | Identify the process of solving a customer problem or complain |
| 4 | Apply customer service improvements and develop self | 4.1 | Devise a method for obtaining customer feedback |
| 4.2 | Identify why it is important to give a positive impression to customers about changes made to customer sevice procedures |
| 4.3 | Identify how own behaviour might affect the behaviour of others |
| 4.4 | Identify how to obtain useful and constructive feedback from others about own performance |
| 4.5 | Identify own strengths and weaknesses in relation to working whithin a customer service role |
| 4.6 | apply the techniques of self assessment to look at strengths andweknesses |
| 4.7 | Produce a Training Needs Analysis (TNA) for self |
| 4.8 | Prepare an individual learning/development plan which could be used as a basis for discussion with a relevant person, eg tutor, line manager, HR, training department |
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