1.1 Evaluate how management and leadership styles impact on customer service

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Learning outcomes

Assessment criteria

1 Understand the principles of management in customer service

1.1 Evaluate how management and leadership styles impact on customer service

1.2 Explain how customer service systems and processes balance:

● customer satisfaction

● financial considerations

● legislation

1.3 Evaluate the importance of developing customer service policies that support the culture and ethics of the organisation

2 Understand how to manage recruitment and training to support customer service

2.1 Analyse the personal and professional skills required to deliver effective customer service in the organisation

2.2 Explain how to recruit and select staff for a customer service role

2.3 Analyse methods used to train and develop staff in customer service delivery

2.4 Explain the relationship between staff training, experience, personality and customer service delivery

3 Understand the management of customer service delivery

3.1 Analyse the roles and responsibilities of customer service management in relation to:

● the organisation’s service offer

● customer expectations

● customer satisfaction

3.2 Appraise the use of customer service as a competitive tool by the commercial sector

3.3 Appraise the use of customer service as a contribution to best value in the public or third sector

3.4 Evaluate how customer service values and ethics are demonstrated and maintained

3.5 Appraise the key features of a customer service culture within an organisation

3.6 Analyse how technology can be used to improve customer service delivery

4 Understand the value of monitoring, evaluating and continuous improvement in customer service delivery

4.1 Explain the importance of monitoring the delivery of customer service within the organisation

4.2 Evaluate the methods for monitoring customer service performance

4.3 Explain how risk assessment is applied within customer service delivery

4.4 Evaluate ways in which an organisation can seek continuous improvement in customer service

4.5 Explain the importance of establishing collaborative partnerships in customer service

1.1 Evaluate how management and leadership styles