Understand the importance of effective customer service to organisational goals.
Describe the contribution of customer service in achieving organisational goals.
Analyse how organisations integrate customer expectations into operational objectives.
Understand how customer service operations are managed within organisations.
Explain how to determine the resources needed to meet customers expectations.
Describe how to ensure that planned resources are available when required.
Explain the importance of performance management in customer service delivery.
Understand how to manage problems within the delivery of effective customer service.
Analyse information about customer service problems.
Identify the causes of customer service problems.
Evaluate possible solutions to customer service problems.
Explain how to monitor the effectiveness of solutions to customer service problems.