| 1 | plan and organise the delivery of reliable customer service | 1.1 | plan, prepare and organise everything they need to deliver services or products to different types of customers |
| 1.2 | organise what they do to ensure that they are consistently able to give prompt attention to your customers |
| 1.3 | reorganise their work to respond to unexpected additional workloads |
| 2 | review and maintain customer service delivery | 2.1 | maintain service delivery during very busy periods and unusually quiet periods |
| 2.2 | maintain service delivery when systems, people or resources have let them down |
| 2.3 | consistently meet their customers’ expectations |
| 2.4 | balance the time they take with their customers with the demands of other customers seeking their attention |
| 2.5 | respond appropriately to their customers when customers make comments about the products or services they are offering |
| 2.6 | alert others to repeated comments made by their customers |
| 2.7 | take action to improve the reliability of their service based on customer comments |
| 2.8 | monitor the action they have taken to identify improvements in the service they give to their customers |
| 3 | use recording systems to maintain reliable customer service | 3.1 | record and store customer service information accurately following organisational guidelines |
| 3.2 | select and retrieve customer service information that is relevant, sufficient and in an appropriate format |
| 3.3 | quickly locate information that will help solve a customer’s query |
| 3.4 | supply accurate customer service information to others using the most appropriate method of communication |
| 4 | understand how to organise the delivery of reliable customer service | 4.1 | describe organisational procedures for unexpected situations and their role within them |
| 4.2 | describe resource implications in times of staff sickness and holiday periods and their responsibility at these times |
| 4.3 | explain the importance of having reliable and fast information for their customers and their organisation |
| 4.4 | evaluate the organisational procedures and systems for delivering customer service |
| 4.5 | identify useful customer feedback and explain how to decide which feedback should be acted on |
| 4.6 | describe how to communicate feedback from customers to others |
| 4.7 | evaluate the organisational procedures and systems for recording, storing, retrieving and supplying customer service information |
| 4.8 | explain the legal and regulatory requirements regarding the storage of data |
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