Careermakers

Mandatory units

• Understand customer service to improve service delivery
• Know the rules to follow when developing customer service

Optional units

Theme: Impression and Image

• Make customer service personal
• Go the extra mile in customer service
• Deal with customers in writing or using ICT
• Use customer service as a competitive tool
• Organise the promotion of services or products to customers

Theme: Delivery

• Deliver customer service on your customer’s premises
• Recognise diversity when delivering customer service
• Deliver customer service using service partnerships
• Organise the delivery of reliable customer service
• Improve the customer relationship

Theme: Handling Problems

• Monitor and solve customer service problems
• Apply risk assessment to customer service
• Process customer service complaints
• Theme: Development and Improvement
• Work with others to improve customer service
• Promote continuous improvement in customer service
• Develop your own and others’ customer service skills
• Lead a team to improve customer service
• Gather, analyse and interpret customer feedback