1.1 Explain the value of customer service as a competitive tool

Unit Title: Understand the customer service environment

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You must be able to:

1 Understand the concepts and practices underpinning customer service delivery
1.1 Explain the value of customer service as a competitive tool
1.2 Explain the process of mapping the customer journey and its importance in delivering effective customer service
1.3 Describe techniques used to identify service failures
1.4 Explain the concept and importance of the service profit chain
1.5 Describe methods of measuring organisational effectiveness in the delivery of customer service
2 Understand the relationship between customer service and a brand
2.1 Explain the importance of a brand to customers and to an organisation
2.2 Explain how branding can influence customers’ perception of an organisation and its products and/or services
2.3 Explain the potential impact of good and poor customer service on a brand
3 Understand the structure of customer service
3.1 Explain the features of different customer service models and customer service standards
3.2 Explain the relationship between customer service and operational areas of an organisation
3.3 Explain the relationship between customer service and continuous improvement processes
3.4 Explain the costs and benefits of customer service to an organisation
3.5 Explain the impact of organisational values on how customers create their expectations
3.6 Explain how organisational values impact on meeting customer expectations
4 Understand the implications of legislation on customer service delivery
4.1 Explain the implications of consumer-related legislation on customer service delivery
4.2 Explain the implications of confidentiality and data protection legislation for the collection, storage and use of customer information

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