| 1 | develop their own customer service skills | 1.1 | agree with a manager or mentor the specific customer service skills they need in their customer service role |
| 1.2 | agree the actions they need to take to improve their customer service skills |
| 1.3 | draw up a personal development plan based on their agreed actions to improve their customer service skills |
| 1.4 | carry out their personal development activities and review their progress |
| 1.5 | obtain feedback from their manager or mentor about their customer service performance and update their personal development plan |
| 2 | plan the coaching of others in customer service | 2.1 | identify and agree with colleagues specific customer service skills and knowledge those colleagues need in their customer service role |
| 2.2 | identify opportunities for colleagues to take actions to develop their customer service skills |
| 2.3 | plan and organise activities and coaching sessions for colleagues to help them develop their customer service skills |
| 3 | coach others in customer service | 3.1 | coach colleagues to develop specific and agreed customer service skills |
| 3.2 | give colleagues the opportunity to practise skills, apply knowledge and gain experience to develop customer service competence |
| 3.3 | regularly check the progress of colleagues and modify their coaching as appropriate |
| 3.4 | give regular feedback to colleagues about the progress they are making |
| 3.5 | explain clearly to colleagues how ongoing support will be provided |
| 4 | understand how to develop their own and others’ customer service skills | 4.1 | describe organisational systems and procedures for developing their own and others' personal performance in customer service |
| 4.2 | explain how their behaviour impacts on others |
| 4.3 | explain how to review effectively their personal strengths and development needs |
| 4.4 | describe how to put together a personal development plan for themselves or a colleague that will build on strengths and overcome weaknesses in areas that are important to customer service |
| 4.5 | explain how to obtain useful and constructive personal feedback from others |
| 4.6 | describe how to respond positively to personal feedback |
| 4.7 | describe how to put together a coaching plan that will build on their strengths and overcome their weaknesses in areas that are important to customer service and their job role |
| 4.8 | explain how to give useful and constructive personal feedback to others |
| 4.9 | describe how to help others to respond positively to personal feedback |
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