Applying knowledge of personality styles helps tailor responses to customers effectively. Analysing information is crucial for providing personalised customer care, while suggesting innovative solutions demonstrates a proactive approach to addressing queries and improving overall service.

This unit standard will be useful for learners who deal with the public, customers, internal and external clients, intermediaries, learners in call centres, walk in service centres, enquiries counters and marketing and learners who communicate with customers either via telephone or face to face. The qualifying learner is capable of explaining the principles of impressive customer service in the context of a specific industry and organisation, applying knowledge of personality styles to respond appropriately to a customer, analysing information in order to provide customer service, suggesting innovative solutions to respond to queries and improve customer service and managing the relationship to retain customers.

Course Content

  • Current theories of customer service are researched to identify trends
  • Case studies are analysed to identify instances of impressive customer service
  • Case studies are analysed to identify instances of unacceptable customer service, and suggestions are made on how each situation could be handled differently
  • The implications of poor customer service are explained from the points of view of the individual, the customer, and the organisation
  • The consequences of non-compliance with an organisation’s policies and procedures in dealing with customers are explained with examples
  • Different personality styles are investigated to understand interpersonal behaviour
  • Own behaviour and that of three other people are analysed to determine personality style
  • Anticipated behaviour is explained for selected personality styles and scenarios, and an indication of how to respond appropriately in each situation is given
  • Ways of overcoming objections or obstacles are demonstrated for at least two personality styles
  • Information needed, to address a query, is gathered and analysed to determine an appropriate response
  • Background, industry, organisation, and product knowledge are applied to ensure a comprehensive response
  • The information is presented to the customer in the appropriate language, format, and style
  • The consequences of providing inadequate or incomplete responses to queries are explained with examples
  • The conventional responses to frequently asked questions are analysed, and suggestions are made on how the responses could be improved to enhance customer satisfaction
  • The concept of ownership in customer care concerns the benefits of ownership to the individual, customer, and organisation
  • An organisation’s customer service-related policies and procedures are analysed, and suggestions for possible adjustments or improvements are made
  • Reasons why an organisation would actively attempt to retain customers are identified for a specific organisation
  • The concept of customer loyalty is explained with examples
  • Ways in which an organisation actively attempts to retain customers is analysed for three different organisations
  • The cost implications of customer management are explained with examples
  • Non-accredited: Short course only  
  • Duration: 1h 30m
  • Delivery: Classroom/Online/Blended
  • Access Period: 12 Months 
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