Deliver customer service

1. Understand customer service delivery

1.1 Explain the relationship between customers’ needs and expectations and customer satisfaction I

1.2 Describe the features and benefits of an organisation’s products and/or services

1.3 Explain the importance of treating customers as individuals

1.4 Explain the importance of balancing promises made to customers with the needs of an organisation

1.5 Explain when and to whom to escalate problems

1.6 Describe methods of measuring their own effectiveness in the delivery of customer service

2. Understand the relationship between customer service and a brand

2.1 Explain the importance of a brand to an organisation

2.2 Explain how a brand affects an organisation’s customer service offer

2.3 Explain the importance of using customer service language that supports a brand promise

2.4 Identify their own role in ensuring that a brand promise is delivered

3. Be able to prepare to deal with customers

3.1 Keep up to date with an organisation’s products and/or services

3.2 Prepare resources that are necessary to deal with customers before starting work

4. Be able to provide customer service

4.1 Maintain organisational standards of presentation and behaviour when providing customer service

4.2 Adapt their own behaviour to meet customers’ needs or expectations

4.3 Respond to customers’ requests in line with organisational guidelines

4.4 Inform customers of the progress of their requests

4.5 Confirm that customers’ expectations have been met in line with the service offer

4.6 Adhere to organisational policies and procedures, legal and ethical requirements when providing customer service

5. Be able to support improvements to customer service delivery

5.1 Identify ways that customer service could be improved for an organisation and individuals

5.2 Share information and ideas with colleagues and/or service partners to support the improvement of service delivery