| 1 | 1 Describe the principles of customer service | 1.1 | .1 Identify the purpose of customer service |
| 1.2 | .2 Describe how customer service affects the success of the organisation |
| 1.3 | .3 Describe different types of customers of an organisation |
| 1.4 | .4 Identify the range of customer needs |
| 1.5 | .5 Identify the customer service information which may be retained |
| 1.6 | .6 Identify the difference between providing a product and providing a service |
| 1.7 | .7 Describe what is meant by an after-sales service |
| 1.8 | .8 Describe what is meant by a Unique Selling Point (USP) and a Unique Service Offer (USO) |
| 1.9 | .9 Identify the methods a customer service deliverer can use to keep product and service knowledge up-to-date |
| 1.10 | .10 Describe how an organisation can promote its products and/or services |
| 2 | 2 Understand how customer needs and expectations are formed | 2.1 | .1 Describe the purpose of an organisation’s service offer |
| 2.2 | .2 Describe how customer expectations are formed |
| 2.3 | .3 Describe the interrelationship between customer satisfaction and customer expectations |
| 2.4 | .4 Describe how customer needs can be identified |
| 2.5 | .5 Identify the methods of obtaining customer feedback |
| 2.6 | .6 Describe how an organisation can maintain customer loyalty |
| 2.7 | .7 Identify why it is important to ensure effective customer relationships are maintained |
| 2.8 | .8 Describe why it is important for a customer to be able to identify a ‘brand’ |
| 3 | 3 Understand principles of responding to customers’ problems or complaints | 3.1 | .1 Identify common causes of customer problems and complaints |
| 3.2 | .2 Identify different methods of communication |
| 3.3 | .3 Describe the importance of adapting methods of communication and behaviour to meet the individual needs of customers |
| 3.4 | .4 Explain how the non verbal communication of the service deliverer can affect the behaviour of the customer |
| 3.5 | .5 Describe how personal presentation, approach and attitude will influence the perception of the service delivered |
| 4 | 4 Identify the interpersonal and team working skills required in the customer service environment | 4.1 | .1 Describe the skills required for effective teamworking |
| 4.2 | .2 Describe how to maintain effective working relationships within a team |
| 4.3 | .3 Describe the range of inter-personal skills required for effective customer service |
| 5 | 5 Identify the legislation which supports the customer service process | 5.1 | .1 Identify the key aspects of the legislation relating to consumer law |
| 5.2 | .2 Identify the main principles of equal opportunities legislation in relation to providing customer service |
| 5.3 | .3 Identify the responsibilities of the employer and employee under the Health and Safety at Work Act |
| 5.4 | .4 Describe why it is important to respect customer and organisation confidentiality |
| 5.5 | .5 Identify the main principles of the Data Protection Act |
| 5.6 | .6 Identify how a code of practice or ethical standards can impact upon the activities of a service deliverer |
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