Earning Criteria

• This individual has described how to deliver good customer service to different types of customers
• The individual has described the benefits to an organisation having a Customer Service Policy and Procedures and how this contributes to good customer service.
• This individual has explained the benefits to an organisation of having a good reputation
• This individual has described the qualities and attributes required in the customer service role
• This individual has explained the importance of responding effectively to customers' needs, expectations and complaints
• This individual has explained the importance of different methods of communication used to deal with different types of customers.
• This individual has been assessed by an externally set and marked test.  The question paper took the form of a series of short answer questions and scenario-based tasks in which it is assumed that the individual is dealing with customer queries and problems.