Portfolio of Evidence
To provide learners with an understanding of the importance of customer service, and the role of individual employees and of customer service protocols in helping businesses achieve high levels of customer satisfaction, and to develop learners’ customer service skills.
Unit Learning Outcomes
Understand good customer service.
Explain why customer satisfaction is important to organisations.
Explain the contribution of individual employees in maintaining customer satisfaction
Explain how and why organisations use customer service protocols.
Be able to communicate with customers.
Listen actively to what customers are saying, identifying the information they require and/or the key points they are making.
Communicate politely clear and accurate answers to customer queries.
Follow organisational protocols for interacting with customers.
Be able to perform customer service tasks.
Fulfil customer requests to meet their needs.
Offer appropriate help to customers.
Respond positively to customer complaints.
Refer customers to appropriate colleagues, when necessary.
Follow organisation procedures when carrying out customer service tasks.