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On completion of the training programme learners will be able to provide effective customer
service within a range of environments.

On successful completion of the training programme, learners will be able to:

1- Examine the principles of customer service within a range of environments

2- Identify the key features of good customer service, to include distinguishing between different kinds of customers, making a good first impression, meeting customer needs, catering for diversity and disability, understanding and responding to customer perceptions

3- Explain the standards or rating system by which customer service is developed and measured in an industry-specific area

4- Identify, for a vocationally-specific area, key elements of consumer legislation and the functions of associated regulatory organisations providing customer protection, representation and redress

5- Explain how customer service enhances organisational effectiveness and success, to include practical examples of organisations with good customer care

6- Describe how customer perceptions can be influenced, to include elements such as the physical environment, printed materials, the personal presentation and conduct of a customer contact person

7- Apply the personal skills, qualities and attitudes required to perform effectively when dealing with customers, to include active listening skills, positive body language and observation of customer behaviour

8- Use appropriate communication technologies to include, telephone, audio visual, conferencing, email and other interactive media in a range of customer service situations

9- Use written and verbal skills to include appropriate style, language and tone

10-Handle a range of correspondence and records providing a service to the customer, to include orders, invoices, payments, and correspondence made both in writing and electronically

11- Respond to customer complaints and compliments in accordance with organisational policy

12- Handle a range of challenging situations, to include late and unexpected arrivals, customer errors, difficult customers, changing environments

13- Demonstrate team or group work in providing customer care, to include allocation of roles and responsibilities, good communication and feedback, awareness of personal strengths and weaknesses when dealing with customers.