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Understand the benefits to the organisation of good customer service.
. Identify examples of good practice in customer service.
. Outline reasons why good customer service is important for an organisation.
Understand the possible consequences of poor customer service.
. Give examples of how poor customer service can impact upon:
b) the organisation
. Outline how poor customer service can have an impact on the reputation of an organisation.
Understand the value of first impressions.
. Indicate why it is important to make a good impression.
. List and outline ways of creating a positive first impression when communicating:
a) face to face
b) on the telephone
c) in writing (including by email).
Understand positive verbal and non-verbal interaction with customers.
(3.1.1; 3.1.6; 3.1.7)
(SLlr/L1, SLc/L1, SLd/L1)
. Identify appropriate and inappropriate ways of communicating verbally with customers in commonly met situations.
. Give examples of types of non-verbal communication.
. Demonstrate ways in which non-verbal communication can be used positively to support face-to-face communication.
Understand that respect for the individual is at the heart of good customer service.
. Outline why it is important to maintain customer confidentiality.
. Indicate ways in which s/he can respect individual customer needs from a diversity of cultures and backgrounds.
Understand his/her role in dealing with complaints from customers.
. List and outline the types of workplace situations in which complaints are commonly made by customers.
. Identify appropriate people that need to be informed in response to a complaint made by a customer.
. Identify the details that need to be recorded of a complaint by a customer.
. Give examples of positive ways of dealing with complaints made by customers.