Overview
Assessment Guidance
N/A
Unit Learning Outcomes
1
Understand the concepts and practices underpinning customer service delivery.
Assessment Criteria
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1.1
Explain the value of customer service as a competitive tool.
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1.2
Explain the process of mapping the customer journey and its importance in delivering effective customer service.
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1.3
Describe techniques used to identify service failures.
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1.4
Explain the concept and importance of the service profit chain.
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1.5
Describe methods of measuring organisational effectiveness in the delivery of customer service.
2
Understand the relationship between customer service and a brand.
Assessment Criteria
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2.1
Explain the importance of a brand to customers and to an organisation.
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2.2
Explain how branding can influence customers’ perception of an organisation and its products and/or services.
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2.3
Explain the potential impact of good and poor customer service on a brand.
3
Understand the structure of customer service.
Assessment Criteria
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3.1
Explain the features of different customer service models and customer service standards.
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3.2
Explain the relationship between customer service and operational areas of an organisation.
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3.3
Explain the relationship between customer service and continuous improvement processes.
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3.4
Explain the costs and benefits of customer service to an organisation.
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3.5
Explain the impact of organisational values on how customers create their expectations.
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3.6
Explain how organisational values impact on meeting customer expectations.
4
Understand the implications of legislation on customer service delivery.
Assessment Criteria
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4.1
Explain the implications of consumer-related legislation on customer service delivery.
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4.2
Explain the implications of confidentiality and data protection legislation for the collection, storage and use of customer information.