| 1 | find ways to learn more about customer service and their job | 1.1 | identify different sources of information and support that will help them to develop their customer service knowledge and skills |
| 1.2 | agree with their line manager, their mentor or others doing a similar job the best sources to use for self-development of their customer service knowledge and skills |
| 1.3 | take action to remind themself to check on sources of information and support |
| 1.4 | search for additional sources of information to support their customer service learning |
| 1.5 | store materials that support self-study for future use |
| 1.6 | plan time to study the self-study materials they have collected |
| 2 | use sources of self-development to extend their customer service skills and knowledge | 2.1 | access organisational update information to extend their knowledge of products and services |
| 2.2 | access organisational information to learn more about the way their role contributes to customer service |
| 2.3 | monitor publications to identify ideas and new developments in customer service which they could apply in their work |
| 2.4 | study collected information to develop their own customer service knowledge and skills |
| 2.5 | take action resulting from their learning to change the way they deal with customers |
| 2.6 | share their plans for action with their line manager, their mentor or others doing a similar job to seek those people’s ideas for further options |
| 2.7 | record actions they take to learn more about customer service and identify those which have the most positive effects |
| 3 | know how to develop their own customer service skills through self-study | 3.1 | describe ways to locate information updating them on services and products in their information |
| 3.2 | identify sources of information about customer service knowledge and skills that will help them to develop |
| 3.3 | list ways to store information that they use to develop their customer service skills |
| 3.4 | describe the importance of focus when self-studying to improve their customer service knowledge and skills |
| 3.5 | identify ways to convert information or ideas they have found through self-study into practical customer service actions |
| 3.6 | identify the value of discussing their learning with their line manager, their mentor or others doing a similar job |
| 3.7 | evaluate methods of recording actions to improve their customer service skills which have had positive effects |
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