| 1 | Know what makes good customer service | 1.1 | explain the importance of effective teamwork for the delivery of excellent customer service |
| 1.2 | identify methods of dealing with different types of customers to achieve customer satisfaction |
| 1.3 | explain the importance of effective communication in the delivery of excellent customer service |
| 1.4 | describe how customer service practitioners can ensure their communication with diverse groups of customers is effective |
| 2 | Understand the value of good customer service | 2.1 | explain how customers form their expectations of customer service |
| 2.2 | describe how customer service can contribute to best value in organisations |
| 2.3 | state how customer service can provide a competitive advantage for commercial organisations |
| 2.4 | outline the importance of continuous improvement within customer service |
| 3 | Know about customer service offers | 3.1 | describe how customer service offers are designed to meet customer expectations |
| 3.2 | identify how service offers are affected by resource limitations |
| 3.3 | identify the impact that service offers may have on different people in the service chain |
| 3.4 | outline why organisations need to balance customer satisfaction with organisational goals |
| 4 | Understand factors affecting the service offers of organisations | 4.1 | explain the importance of following organisational procedures in the delivery of customer service |
| 4.2 | compare the different approaches to customer service across industries |
| 4.3 | describe features of services or products that can influence customer service delivery |
| 4.4 | justify ethical and value based approaches of organisations to customer service |
| 4.5 | explain how personal behaviour affects the success of any changes to customer service delivery |
| 4.6 | outline legislation that impacts on customer service |
| 4.7 | outline external regulation that impacts on customer service |
| 5 | Understand how organisational policies and procedures can impact on customer service improvements | 5.1 | outline types of organisational policies and procedures that need to be taken into account when proposing improvements in customer service |
| 5.2 | explain how to gain approval to change customer service procedures |
| 5.3 | identify the limitations of the roles of customer service practitioners |
| 5.4 | identify who needs to be involved if customer service practitioners cannot authorise improvements alone |
| 5.5 | explain strategies that can be used to involve colleagues or service partners in the implementation of improvements |
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