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Core Units
 1) Give
Customers a Positive Impression of Yourself and your
Organisation
1.1
Establish effective relationships with customers
1.2 Respond
appropriately to customers
1.3
Communicate information to customers
2)
Deliver
Reliable Customer Service
2.1
Prepare to deal with your customers
2.2 Give
consistent service to customers
2.3 Check
customer service delivery
3)
Develop
Customer Relationships
3.1 Build
customer confidence in the level of service provided
3.2 Meet the
ongoing needs and expectations of your customers
3.3 Develop
the relationship between your customers and your
organisation
4) Resolve
Customer Service Problems
4.1 Identify
customer service problems
4.2 Select
the best solution to resolve customer service problems
4.3
Implement the solution to customer service problems
Optional Units
(Choose 1)
5) Support
Customer Service Improvements
5.1 Use
feedback to identify potential customer service improvements
5.2
Contribute to the implementation of changes in Customer
Service
5.3 Assist
with the evaluation of changes in customer service
6) Develop
Personal Performance through Delivering Customer Service
6.1 Review
performance in your customer service role
6.2 Prepare
a personal development plan and keep it up to date
6.3
Undertake development activities and obtain feedback on your
customer service performance
7) Promote
Additional Products or Services to Customers
7.1
Identify additional products or services that are available
7.2 Inform
customers about additional products or services
7.3 Gain
customer commitment to using additional products or services
8) Process
Customer Service Information
8.1 Collect
customer service information
8.2 Select
and retrieve customer service information
8.3 Supply
customer service information
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