vision2learn

Your learning goals:

• Factors that can affect an organisation and the customer service role
• Employee rights, responsibilities and organisational procedures
• Career pathways within customer service
• How employees are supported within the customer service role
• Organisation’s policies and procedures.

• Assessment
  Unit 1 Assessment

Your learning goals:

• The principles of customer service in an organisation
• How customer needs and expectations are identified
• How to balance customer expectations against the organisation’s offer
• How complaints are handled
• Legislation relating to customer service.

• Assessment
  Unit 2 Assessment

Your learning goals:

• Methods of communication with customers
• How to handle customer service information
• How to work as part of a team to provide effective customer service
• How to meet the needs of a diverse range of customers
• The importance of promoting and evaluating products and services.

• Assessment
  Unit 3 Assessment

Your learning goals:

• Cultural factors and how they can affect customer expectations
• How good customer service can positively influence customer loyalty
• How the reputation and image of organisations can effect customer perceptions
• Identifying dissatisfied customers.

*Mandatory for Lifetime Awarding students

• Assessment
  Unit 4 Assessment