1 Explain the value of measuring the quality of customer service

Outcome 1 Understand how to review the quality of customer service

The learner can:

1 explain the value of measuring the quality of customer service

2 analyse the criteria for and factors involved in setting customer service standards

3 explain how to construct representative samples

4 analyse methods of validating information and information sources

5 explain how to set and use customer service performance metrics

6 explain the use of customer feedback in the measurement of customer service

7 analyse the advantages and disadvantages of a range of data analysis methods

Outcome 2 Be able to plan the measurement of customer service

The learner can:

1 identify the features of customer service against which customer satisfaction can be measured

2 select data collection methods that are valid and reliable

3 specify monitoring techniques that measure customer satisfaction

4 establish evaluation objectives and key performance indicators (KPIs) in the measurement of customer service

5 specify the information to be collected

Outcome 3 Be able to evaluate the quality of customer service

The learner can:

1 validate the information collected to identify useable data

2 use information analysis methods that are appropriate to the nature of the information collected

3 identify instances of effective customer service, shortfalls and gaps from the information

analysis against agreed criteria

4 develop recommendations that address identified areas for improvement supported by evidence