文档介绍：Customer Service
National Occupational Standards
Approved
January 2010
6 Graphite Square
Vauxhall Walk
London SE11 5EE
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Tel: 020 7091 9620
Fax: 020 7091 7340
Customer Service National Occupational Standards January 2010
Unit titles and themes
Page No.
Customer Service Foundations
F1
Communicate using customer service language
3
F2
Follow the rules to deliver customer service
5
F3
Demonstrate understanding of customer service
7
F4
Demonstrate understanding of the rules that impact on improvements in customer service
9
F5
Demonstrate understanding of customer service management
11
F6
anisational rules, legislation and external regulations when managing customer service
13
Impression and Image
A1
Maintain a positive and customer-friendly attitude
15
A2
Adapt your behaviour to give a good customer service impression
16
A3
Communicate effectively with customers
18
A4
Give customers a positive impression of yourself and anisation
20
A5
Promote additional services or products to customers
22
A6
Process information about customers
24
A7
Live up to the customer service promise
26
A8
Make customer service personal
28
A9
Go the extra mile in customer service
30
A10
Deal with customers face to face
32
A11
Deal with ing telephone calls from customers
34
A12
Make telephone calls to customers
36
A13
Deal with customers in writing or electronically
38
A14
Use customer service as petitive tool
40
A15
Organise the promotion of additional services or products to customers
42
A16
Build a customer service knowledge set
44
A17
Champion customer service
46
A18
Make customer service environmentally friendly and sustainable
48
Delivery
B1
Do your job in a customer friendly way
50
B2
Deliver reliable customer service
52
B3
Deliver customer service on your customer’s premises
54
B4
Recognise diversity when delivering customer service
56
B5
Deal with cus