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CUSTOMER SERVICE & PROMOTIONAL ACTIVITIES
(City & Guilds Unit: 310 – Developing and improving the customer service process)
City & Guilds Unit Overview
Developing and improving the customer service process
To enable the candidate to understand how the customer service process can be developed and improved through customer feedback, promotion of products and services and effective teamwork.
City & Guilds Required Learning Outcomes
1. How customer feedback can improve the customer service process.
2. Process of promoting products and services.
3. Importance of effective teamwork and the monitoring of performance.
Advising on customer service needs
Supporting implementation of customer service strategies
Evaluating and reporting on customer service
External customers - maximising initiative and opportunity
External customers - handling client objections會議
External customers - customer relationship management
Standards of performance - providing service excellence
Internal customers - efficient and effective team collaboration
Establishing promotional activities
Coordinating promotional activities
Reviewing promotional activities
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