Customer Services

Principles of Customer Service Delivery and Development: This unit reviews how organisations have developed an approach to and terminology for customer service that are recognised and understood as the basic principles for service excellence.

Knowing the Rules to Follow When Developing Customer Service: This unit focuses on the planning, development and improvement of a customer service offer. Learners will explore the framework of rules, including organisational policies and procedures, key legislation and regulatory requirements, in which customer service professionals operate. They will consider how organisational policies can help ensure that any developments are consistent with overall organisational methods, aims and values. Learners will also learn why it is important to act within the limits of their own authority.