The purpose of this award is to equip the learner with the
knowledge, skill and competence to provide effective customer
service within a work, social or voluntary environment, operating
independently while under general supervision.
| Module 1 | Examine the principles of customer service within a range of environments |
|---|---|
| Unit 1 | Lecture - Preview |
| Module 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 |
| Unit 1 | Lecture |
| Module 3 | Explain the standards or rating system by which customer service is developed and measured in an industry-specific area |
| Unit 1 | Lecture |
| Module 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 |
| Unit 1 | Lecture |
| Module 5 | Explain how customer service enhances organisational effectiveness and success, to include practical examples of organisations with good customer care |
| Unit 1 | Lecture |
| Module 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 |
| Unit 1 | Lecture |
| Module 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 |
| Unit 1 | Lecture |
| Module 8 | Use appropriate communication technologies to include, telephone, audio visual, conferencing, email and other interactive media in a range of customer service situations |
| Unit 1 | Lecture |
| Module 9 | Use written and verbal skills to include appropriate style, language and tone |
| Unit 1 | Lecture |
| Module 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 |
| Unit 1 | Lecture |
| Module 11 | Respond to customer complaints and compliments in accordance with organisational policy |
| Unit 1 | Lecture |
| Module 12 | Handle a range of challenging situations, to include late and unexpected arrivals, customer errors, difficult customers, changing environments |
| Unit 1 | Lecture |
| Module 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. |
| Unit 1 | Lecture |
| Module 14 | Introduction |
| There are no units in this module. | |