1.1 describe how features of customer service offe

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1.1 describe how features of customer service offers can provide organisations with a competitive advantage

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Learning outcomes

Assessment criteria

 

1 Know the benefits of products and

services to customers

 

1.1 describe how features of customer

service offers can provide

organisations with a competitive

advantage

1.2 outline the purpose of offering

complementary services and

products to customers

1.3 identify factors that lead customers

to believe that they are enjoying

value for money

1.4 identify features of products and

services that are seen by customers

as added value

1.5 outline the benefits of making

alternative solutions available to

customers

1.6 outline the costs of making

alternative solutions available to

customers

 

2 Know how to process customer

Complaints

 

2.1 outline common procedures for

dealing with complaints

2.2 describe how to establish if

customer complaints are justified

2.3 identify solutions to customer

complaints and the associated risks

2.4 identify how to change approaches

to customer service to avoid future

complaints being made

2.5 explain how to feedback to

colleagues involved in complaints to

help them avoid future complaints

2.6 describe how to keep clear records

of ways that complaints are handled

to avoid later misunderstandings

 

3 Know the importance of effective

customer service

 

3.1 identify how to portray a positive

image to reinforce organisations’

competitive position

3.2 outline the importance of customer

loyalty to organisations

3.3 outline how to contribute

constructive ideas to improve

customer service

3.4 identify how organisations’ goals

and targets relate to customer

service

3.5 state how organisations identify

improvements in customer service