1.1 identify the differences between internal and external customers
The primary theme of the paper is 1.1 identify the differences between internal and external customers in which you are required to emphasize its aspects in detail. The cost of the paper starts from $119 and it has been purchased and rated 4.9 points on the scale of 5 points by the students. To gain deeper insights into the paper and achieve fresh information, kindly contact our support.
Learning outcomes
Assessment criteria
1 Know the characteristics of
customers and their expectations
1.1 identify the differences between
internal and external customers
1.2 describe the connection between
customer expectations and
customer satisfaction in customer
service
1.3 outline the main characteristics of
typical customers
1.4 identify aspects of customer service
that may exceed customer
expectations
1.5 identify aspects of customer service
that could fall short of customer
expectations
2 Know how customer service is
delivered in organisations
2.1 identify the different responsibilities
of people involved in the delivery of
customer service
2.2 identify the different job roles
involved in the delivery of customer
service
2.3 state the kinds of information
needed to deliver good customer
service
2.4 identify common sources of
information that customer service
practitioners can use to find
information about organisations
2.5 explain how customers’ service
experience is affected by the way
customer service practitioners
behave
2.6 outline typical customer service
problems
2.7 identify to whom customer service
problems should be reported
3. Know customer service practices and
Procedures
3.1 describe why teamwork is essential
to good customer service practice
3.2 identify organisational practices and
procedures that relate to customer
service work
3.3 describe why organisational
procedures are important to good
customer service
3.4 state when customer service issues
should be referred to someone in
authority
3.5 state how to refer customer service
issues to someone in authority
3.6 outline how customer service
practitioners protect the security of
customers and their property
3.7 outline how customer service
practitioners protect the security of
information about customers
4 Know legislation and external
regulations that relate to customer
service
4.1 identify health and safety
responsibilities relating to customer
service work
4.2 outline the responsibility of
customer service practitioners to
treat customers equally
4.3 outline requirements relating to the
protection of customer data
4.4 outline requirements relating to the
confidentiality of organisational data
4.5 outline how legislation affects
customer service work
4.6 outline how external regulations
affect customer service work
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