View Unit : Developing Customer Service Skills

. Identify examples of good practice in customer service.

. Outline reasons why good customer service is important for an organisation.

. Give examples of how poor customer service can impact upon:

a) customers

b) the organisation

c) staff.

. Outline how poor customer service can have an impact on the reputation of an organisation.

. 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).

. 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.

. 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.

. 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.