Earning Criteria

• This person understands the purpose of an organisation’s service offer, why brands are important, ways of maintaining customer loyalty and methods of obtaining customer feedback. They understand the interrelationship between customer expectations and customer satisfaction. They know the causes of problems and complaints and the importance of adapting their methods of communication and behaviour to meet the individual needs of customers
• This person understands and can apply the interpersonal skills required for effective customer service and team working. They can adapt their own behaviour to meet the individual needs of the team and customers. They know the importance of using different methods of communication to maintain effective working relationships. They know their own strengths and weaknesses in relation to their job role and seek to make improvements.
• This person can identify key aspects of customer service legislation including consumer law and the Data Protection Act. They know the impact of codes of practice or ethical standards on service delivery. They understand the responsibilities of employees and employers under the Health and Safety at Work Act