Understand customer service.
Explain why customer service is important to businesses, customers and staff.
Explain the key characteristics of effective customer service with reference to individual staff behaviours and whole organisation factors.
Explain how businesses ensure high quality customer service.
Understand different types of customer.
Explain the difference between internal and external customers.
Describe the different types of customers for a chosen business and how the business shapes its customer service offer to meet their differing needs.
Know about the legal and ethical requirements relating to customer service.
Describe how the delivery of customer service is affected by legislation relating to
• consumer rights
• health and safety
• data protection.
Describe how ethical considerations influence customer service delivery.