Unit Award Scheme

demonstrated the ability to

1. identify three different types of customers

2. identify two different needs of customers

3. state what is meant by customer satisfaction

4. state what is meant by customer expectations

5. state two effective methods of communication to use when dealing with different customers

6. outline the main ways of using questions to deal with different customers effectively

7. identify two examples of positive body language, two examples of negative body language and two examples of facial expression

8. state how customers’ body language can impact on customer service

9. state how their own body language can impact on customer service

10. state the importance of providing products and services which are ‘fit for purpose’

11. state the importance of customer and organisation confidentiality

12. state the limits of their own authority when dealing with customers

13. state how to deal with customer queries effectively

14. identify three common customer problems or complaints

15. state how they would deal with each of those three problems and complaints.