1. Preparing yourself to deliver the foundations of customer service
   1. Describe
      1. the customer service of your organisation to customers and other colleagues
   2. Describe
      1. your organisation's products or services to customers and colleagues
   3. Provide
      1. customer service within the rules
   4. Follow
      1. organisational procedures
   5. Follow
      1. external regulations and legislation
2. Prepare to deal with your customers: This means you
   1. Keep
      1. your knowledge of your organisation's services or products up-to-date
   2. Ensure
      1. that the area you work in is tidy, safe and organised efficiently
   3. Prepare
      1. and arrange everything you need to deal with your customers before your shift or period of work commences
3. This means you
   1. Make
      1. realistic promises to your customers about the delivery of services or products
   2. Ensure
      1. that your promises balance the needs of your customersand your organisation
   3. Keep
      1. your promises to your customers
   4. Inform
      1. your customers if you cannot keep your promises due to unforseen circumstances
   5. Recognise
      1. when your customer's needs or expectations have changed and adapt your service to meet their new requirements
   6. Keep
      1. your customers informed if delivery of the service needs to involve passing them on to another person or organisation
   7. Check
      1. customer service delivery
   8. Check
      1. that the service you have given meets your customer's needs and expectations
   9. Identify
      1. when you have given better service to your customers and how your service could have been improved
   10. Share
       1. information with colleagues and service partners to maintain and improve your standards of service delivery
4. How to deliver reliable customer service and recognise and deal with customer queries, requests and problems
   1. Deliver
      1. reliable customer service
   2. How
      1. to deliver a consistent and reliable service to customers
   3. Why
      1. it is important to have a good knowledge of your organisations products and services
   4. The importance
      1. of making and meeting commitments to customers
   5. How
      1. to recognise queries requests and problems
   6. How
      1. to deal and speak with difficult customers
   7. Dealing
      1. with customer expectations
   8. What
      1. kinds of behaviours or actions make a situation worse
   9. The organisational
      1. procedures you must follow when you deal with problems or complaints
5. Impression and Image
   1. Give customers a positive impression of yourself and your organisation
      1. Establish
         1. effective rapport with customers
      2. Respond
         1. appropriately to customers
      3. Communicate
         1. information to customers
      4. Process customer service information
      5. How
         1. to process, store and select customer service information
      6. How
         1. to retrieve customer service information for a specific purpose
      7. How
         1. to supply accurate information
      8. How
         1. to maintain confidentiality