• How to get customer feedback.
• Cost of getting customer feedback.
• Making sure that your feedback is customer focused.
• How to analyse and interpret customer feedback.

• Patterns and trends in customer service:
• Evaluate costs, benefits, and disadvantages for each possible way of getting customer feedback.
• Choose two which you are going to do and produce a plan of how you will collect information from the customers, following your organisational procedures Show it in a tabular or pictorial form.
• Make recommendations for changes from your findings, which will improve customer service.
• Say how you will use the information to inform customers and develop the relationship.

Unit 19 - Organise the promotion of services or products to customers.

• How you can promote additional services and products and benefits to the customer.
• The main factors that influence customers to use your services or products.

• List the features and benefits of your products and services?
• Do a report on how you can promote your services and other relevant organisations. List the successes and failures of each method.

Unit 34 - Process customer service complaints.

• How to recognise a complaint and deal with dissatisfied customers.
• How to put procedures in place to avoid future complaints.
• How to deal with complaints successfully.

• Do you have a complaints procedure and are their regulations you need to follow?
• What is the difference in busy, quiet, routine times, in the way you deal with complaints and when systems and resources have let you down.
• List the possible solutions to some of your customer’s complaints and the benefits and drawbacks of each on.
• Prove you have deal with customers who:
• Have different needs and expectations.
• Appear angry or confused.

Unit 7 - Understand customer service to improve service delivery.

• Understand customer service language and concepts.
• Know customer service principals.
• Understand service offer.
• Understand service chain.
• Know the meaning of added value.
• Know the meaning of competitive advantage.
• Understand customer behaviour.
• Understand service partnerships.

• Investigate and produce evidence of your organisation’s customer service policy and procedure. If they don’t have one write one for them, for your course evidence. You can always see then if they want to use it. Make sure ethics and values are included in this.
• Other evidence you can gather for this unit is your organisation's equality and diversity policy – if they don’t have one you can write this for them.
• Give examples of what your competitors offer and how your organisation compares.
• If you do not have competitors, how do you benchmark your own organisation?

Unit 8 - Know the rules when developing customer service.

• Understand organisation’s policies and procedures that can improve customer service.
• Understand how improvements are made.
• Know and understand relevant legislations and regulations.

• Provide evidence on your organisations policies and procedures.
• Which regulations and legislations relate to your customer service delivery?

Unit 15 - Written communication.

• The importance of using clear and concise language.
• Possible risks involved in permanent record communication and confidentiality.
• The impact of tone and style.
• The importance of adapting your communication .
• Organisations guidelines in written communication.
• The equipment and tools you need to know how to use when communicating.
• The importance of keeping a customer informed.

• Show how you identify the precise reason a customer is contacting you for.
• What outcome they want.
• What different written options you have to reply.
• Choose the most beneficial way and state why you choose that.
• What is the outcome you are requiring from you and your customer?

Unit 23 - Recognise diversity when delivering customer service.

• To be able to recognise diversity in your customers and to make sure your service/products are available to all groups.
• How diversity inclusion affects customer service.
• How to listen actively about your customers expectations.
• How to show respect and avoid offence.

• Provide evidence that you have recognised diversity when delivering customer service to people from different groups in relation to at least four of theses sources of diversity: age, disability, national origin, sexual orientation, values, ethnic culture, social class, economic status. How have you worked with colleagues to do this.

Unit 40 - Promote continuous improvement in customer service.

• How to plan improvements in customer service based on customer feedback.
• How to implement changes in customer service.
• Reviewing changes to promote continuous improvement.

• Show evidence of how you have collected feedback and the effects of any changes implemented.
• Show an analysis of the feedback, advantages and disadvantages of proposed changes.
• What areas have you identified for future improvement and who in authority have you presented these to?

• To be able to recognise diversity in your customers and to make sure your service/products are available to all groups.
• How diversity inclusion affects customer service.
• How to listen actively about your customers expectations.
• How to show respect and avoid offence.

• Provide evidence that you have recognised diversity when delivering customer service to people from different groups in relation to at least four of theses sources of diversity: age, disability, national origin, sexual orientation, values, ethnic culture, social class, economic status. How have you worked with colleagues to do this?

• How to use communication effectively.
• How to negotiate effectively with your customers.
• How to assess the costs and benefits to your customer and organisation of any unusual agreement you make.
• The importance of customer loyalty and or improved internal customer relationships to your organisation

• You need to prove that you have dealt with customers who:
• have different needs and expectations
• appear angry or confused
• behave unconventionally.