• Regulations and legislation
• Systems and resources
• Product and service knowledge
• Influencing skills
• Personal organisation
• Customer conflict
• Staff development
• Feedback
• Team working
• Interpersonal skills
• Communications
• Equality
• Presentation
• Right first time

Within these modules are 34 elements or outcomes

Knowing your customers

• Understand who customers are and the difference between internal and external customers.
• Understand the different needs and priorities of your customers and the best way to manage their expectations.

Understanding the organisation

• Know the purpose of the business, its core values and what ‘brand promise’ means
• Know the internal policies and procedures, including any complaints processes and digital media policies

Meeting regulations and legislation

• Know the appropriate legislation and regulatory requirements that affect your business.
• Know your responsibility in relation to this and how to apply it when delivering service.

Systems and resources

• Know how to use systems, equipment and technology to meet the needs of your customers.
• Understand types of measurement and evaluation tools available to monitor customer service levels.

Your role and responsibility

• Understand your role and responsibility within your organisation and the impact of your actions on others.
• Know the targets and goals you need to deliver against.

Customer experience

• Understand how establishing the facts enable you to create a customer focused experience.
• Understand how to build trust with a customer and why this is important.

Product and service knowledge

• Understand the products or services that are available from your organisation and keep up-to-date.

Interpersonal skills

Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.

Communication

Depending on your job role and work environment:

• Use appropriate communication skills, during face-to-face and non-facing customer interactions.
• Use an appropriate ‘tone of voice’ in all communications, including written and digital.

Influencing skills

• Provide clear explanations and offer options in order to help customers make choices

Personal organisation

• Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.

Dealing with customer conflict and challenge

• Demonstrate patience and calmness and show you understand the customer’s point of view.
• Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.

Developing self

• Take ownership for keeping your service knowledge and skills up-to-date.
• Consider personal goals and propose development that would help achieve them.

Being open to feedback

• Act on and seek feedback from others to develop or maintain personal service skills and knowledge.

Team working

• Communicate and work with others in the interest of helping customers efficiently.
• Share personal learning with others, presenting recommendations, and improvement to support good practice.

Equality – treating all customers as individuals

• Treat customers as individuals to provide a personalised customer service experience.
• Uphold the organisation’s core values and service culture through your actions.

Presentation – dress code, professional language

• Demonstrate personal pride in the job through appropriate dress and positive and confident language.

“Right first time”

• Use communication behaviours that establish clearly what each customer requires and manage their expectations.
• Take ownership from the first contact and then take responsibility for fulfilling your promise.