EXCELLENT CUSTOMER SERVICE

Unit 1: Explain the principles of impressive customer service in the context of a specific industry and organisation

• Current theories of customer service are researched in order to identify trends. 
• Case studies are analysed to identify instances of impressive customer service. 
• Case studies are analysed to identify instances of unacceptable customer service and suggestions are made as to how each situation could be handled differently. 
• The implications of poor customer service are explained from the point of view of the individual, the customer and the organisation. 
• The consequences of non-compliance with an organisation’s policies and procedures in dealing with customers are explained with examples. 

Unit 2: Apply knowledge of personality styles to respond appropriately to a customer

• Different personality styles are investigated in order to understand interpersonal behaviour. 
• Anticipated behaviour is explained for selected personality styles and scenarios and an indication is given of how to respond appropriately in each situation. 
• Ways of overcoming objections or obstacles are demonstrated for at least two personality styles.

Unit 3: Analyse information in order to provide customer service

• Information that is needed to address a query is gathered and analysed to determine an appropriate response. 
• Background, industry, organisation and product knowledge are applied to a situation to ensure a comprehensive response. 
• The information is presented to the customer in the appropriate language, format and style. 
• The consequences of providing inadequate or incomplete responses to queries are explained with examples. 

Unit 4: Suggest innovative solutions to respond to queries and improve customer service

• The conventional responses to frequently asked questions are analysed and suggestions are made as to how the responses could be improved to enhance customer satisfaction. 
• The concept of ownership in customer care is explained with reference to the benefits of ownership to the individual, customer, and organisation. 
• An organisation’s customer service-related policies and procedures are analysed and suggestions are made for possible adjustments or improvements. 

Unit 5: Manage client relationships to retain customers

• Reasons, why an organisation would actively attempt to retain customers, are identified for a specific organisation. 
• The concept of customer loyalty is explained with examples. 
• Ways in which an organisation actively attempts to retain customers are analysed for three different organisations. 
• The cost implications of customer management are explained with examples.