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CMI Unit: 2007V1 Providing customer service

The main idea behind unit 2007V1 – Providing Customer Service is to develop a strong understanding of customer service principles within a team setting. This unit explores how effective customer service practices contribute to organisational success and customer satisfaction. It focuses on identifying internal and external customers, understanding service expectations, and resolving customer service issues effectively. Learners gain insight into the role of a team leader in managing service delivery and handling customer concerns professionally.

This unit holds great significance for aspiring and existing team leaders, as it equips them with essential skills to identify customer needs and ensure high-quality service. It also enables learners to handle customer service challenges by implementing strategic solutions. By mastering these concepts, learners contribute to organisational reputation, customer retention, and overall efficiency.

The learning outcomes of unit 2007V1 aim to enhance customer service awareness, equip learners with problem-solving skills, and develop leadership capabilities for service excellence. It differentiates between internal and external customers, examines service expectations, and strengthens decision-making in customer service operations. Ultimately, this unit enables learners to apply practical principles that foster a customer-centric approach within their organisation.

Unit Objectives

The main objectives of learning CMI unit 2007V1 – Providing Customer Service are as follows:

• To equip learners with the skills to identify internal and external customers and their expectations.
• To enable learners to deliver effective customer service that aligns with organisational goals.
• To develop problem-solving abilities to resolve customer service issues efficiently.
• To enhance leadership skills in managing customer interactions and ensuring service quality.

Learning Outcomes

The significant learning outcomes of unit 2007V1 – Providing Customer Service are demonstrated below:

LO1: Be able to identify the team’s customers and the level of service required.

This learning outcome focuses on recognising different customer groups and their service expectations. Learners will identify internal and external customers, ensuring that service delivery aligns with their needs. It also emphasises the role of a team leader in maintaining service standards and fostering a positive customer experience.

LO2: Be able to identify and resolve customer service issues.

Learners will explore the strategies for handling customer service challenges, including organisational procedures for issue resolution. This outcome highlights the team leader’s role in managing complaints, communication techniques for conflict resolution, and available support resources for effective problem-solving. By mastering these skills, learners enhance their ability to maintain customer satisfaction and uphold service excellence.

Assessment Criteria

The assessment criteria of unit 2007V1 – Providing Customer Service are associated with the learning outcomes:

LO1: Be able to identify the team’s customers and the level of service required.

• 1.1 Describe the team’s internal and external customers.
• 1.2 Identify the required level of service to be provided to the customers.
• 1.3 Describe the role of the team leader in providing the service to the customer.

LO2: Be able to identify and resolve customer service issues.

• 1 Identify the organisation’s procedures for resolving customer service issues.
• 2 Describe the team leader’s level of authority in resolving customer service issues.
• 3 Identify methods of communicating with customers to resolve customer service issues.
• 4 Describe sources of support available to the team leader in resolving customer service issues.

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