| 1 | recognise and deal with customer queries and requests | 1.1 | deal with queries and requests from customers in a positive and professional way |
| 1.2 | seek information or help from a colleague if they cannot answer their customer’s query or request |
| 1.3 | obtain help from a colleague if they are not able to deal with their customer’s request |
| 1.4 | always tell their customer what is happening |
| 2 | recognise and deal with customer problems | 2.1 | recognise when something is a problem from the customer’s point of view |
| 2.2 | avoid saying or doing anything which may make the problem worse |
| 2.3 | deal with a difficult customer calmly and confidently |
| 2.4 | recognise when to pass a problem on to an appropriate colleague |
| 2.5 | pass the problem on to their colleague with the appropriate information |
| 2.6 | check that the customer knows what is happening |
| 3 | know how to recognise and deal with customer queries, requests and problems | 3.1 | list who in the organisation is able to give help and information |
| 3.2 | state the limits of what they are allowed to do |
| 3.3 | identify what professional behaviour is |
| 3.4 | describe how to speak to people who are dissatisfied |
| 3.5 | describe how to deal with difficult people |
| 3.6 | state what customers normally expect |
| 3.7 | identify how to recognise a problem from what a customer says or does |
| 3.8 | describe what kinds of behaviours/actions would make situations worse |
| 3.9 | list the organisational procedures they must follow when they deal with problems or complaints |
| 3.10 | identify the types of behaviour that may make a problem worse |
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