CMI Unit: 317 - Supporting the Delivery of Customer Service
The primary objective of Unit 317, Supporting the Delivery of Customer Service, is to provide learners with a comprehensive understanding of the essential principles and practices that contribute to excellent customer service. This unit explores the key features and benefits of good customer service, the factors influencing customer needs, and the legal and organisational requirements that govern customer service delivery. It also focuses on equipping learners with the necessary skills to deliver a positive customer experience and effectively identify and respond to customer service issues.
This unit is essential for individuals looking to enhance their ability to support customer service operations within an organisation. By mastering the core aspects of customer service, learners will be better equipped to foster positive customer relationships, drive customer satisfaction, and contribute to overall business success. Through strategic understanding and practical application, learners will develop the necessary knowledge, skills, and confidence to handle customer interactions efficiently and professionally.
The learning outcomes of this unit are designed to build a strong foundation in customer service principles. Key areas include recognising the importance of good customer service, understanding customer needs, adhering to legal and organisational standards, ensuring a seamless customer experience, and effectively addressing customer service challenges. By successfully completing this unit, learners will be able to apply best practices in customer service, enhance customer loyalty, and contribute to the success of their organisation.
Unit Objectives
The key objectives of learning CMI Unit 317, Supporting the Delivery of Customer Service, are as follows:
- To equip learners with the knowledge and skills required to deliver high-quality customer service that enhances customer satisfaction and business performance.
- To enable learners to understand customer needs and expectations, ensuring services align with customer demands.
- To develop awareness of legal and organisational requirements related to customer service, ensuring compliance and consistency in service delivery.
- To provide learners with practical techniques for responding to customer service challenges effectively and maintaining high service standards.
Learning Outcomes
The key learning outcomes of Unit 317, Supporting the Delivery of Customer Service, are outlined below:
LO1: Understand features and benefits of good customer service.
This learning outcome focuses on identifying the essential features of excellent customer service and understanding the benefits of providing a positive customer experience. Learners will explore best practices that contribute to customer satisfaction and business success.
LO2: Understand factors influencing customer needs.
Learners will examine the different types of customers and the factors that influence their expectations and demands. This outcome will provide insights into customer behaviour and how businesses can tailor their services to meet diverse customer requirements.
LO3: Understand legal/organisational requirements for customer service.
This learning outcome ensures learners have a clear understanding of the legal frameworks and organisational standards that impact customer service. It covers compliance obligations, ethical considerations, and the consequences of failing to meet these standards.
LO4: Know how to deliver a good customer experience.
Learners will study the customer journey and explore effective methods for delivering a seamless and satisfactory experience. This outcome also covers techniques for supporting customer service teams and leveraging communication strategies to enhance service delivery.
LO5: Know how to identify/respond to customer service problems.
This outcome focuses on recognising common customer service challenges and implementing effective solutions. Learners will develop strategies for handling complaints, understanding authority limitations, and monitoring service quality.
Assessment Criteria
The assessment criteria for Unit 317, Supporting the Delivery of Customer Service, align with the learning outcomes:
LO1: Understand features and benefits of good customer service.
- 1.1 Explain features of good customer service.
- 1.2 Discuss benefits of good customer experience.
LO2: Understand factors influencing customer needs.
- 2.1 Identify types of customers.
- 2.2 Outline factors influencing customer demands.
LO3: Understand legal/organisational requirements for customer service.
- 3.1 Summarise legal requirements impacting customer service.
- 3.2 Outline organisational customer service standards.
- 3.3 Explain consequences of failing to meet standards.
LO4: Know how to deliver a good customer experience.
- 4.1 Outline key features of the customer journey.
- 4.2 Discuss benefits of understanding the customer journey.
- 4.3 Identify methods to support teams in delivering good service.
- 4.4 Explain methods organisations use to communicate with customers.
- 4.5 Identify methods for gathering customer feedback.
LO5: Know how to identify/respond to customer service problems.
- 5.1 Identify common causes of customer service problems.
- 5.2 Outline techniques for responding to complaints.
- 5.3 Explain limits of authority in resolving issues.
- 5.4 Identify methods for monitoring service delivery.
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