Section 1: The principles of customer service in an organisation
In this section, learners will begin to identify products and services provided by the organisation in which they work - the policies and procedures for customer service and the potential negative implications of offering poor customer service.
Section 2: How customer needs and expectations are identified
Learners will understand how to identify and meet customer expectations, as well as learn to attend to situations where certain expectations cannot be met, potentially leaving a customer upset or frustrated.
Section 3: How to balance customer expectations against the organisation’s offer
In this section, learners will work towards understanding the effect of resource and financial implications, situations in which customer service is limited and also meeting customer expectations outside of the organisation’s offer.
Section 4: How complaints are handled
This section helps the learner understand what leads to customer complaints, the procedures to find a resolution for a complaint, the differing effects of complaints and why complaints are monitored.
Section 5: Legislation relating to customer service
Learners will cover any customer related legislation that affects customer service, individual health and safety responsibilities and gaining approval to make changes to procedures and practices.