Level 2 Supply Chain - Introduction to Customer Service - Institute of Supply Chain Management
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Level 2 Supply Chain – Introduction to Customer Service

10 Unit Credit Values

  • Customer Service: Principles of Good Customer Service; Importance of Customer Service; Customer Retention; Growth; Reputation and Image; Level of Complaints; Profits; Competitive Advantage; Internal and External Customers
  • Cultures of Customers: Language; Power and Power Distance; Individual or Group Focus; Cultural Motivators; Preferred Level of Structure
  • Points in a Customer Care Policy: Written correspondence; E-mail; Website; Face to face meetings; Publication of opening hours; Referrals; Cover for colleagues; Consultation, feedback and suggestions; Confidentiality; Responsibility for monitoring
  • Evaluating Customer Service: Customer service metrics; Informal customer feedback; Customer questionnaires; Customer forum; Staff feedback; Mystery customers/shoppers; Letters of complaint and compliment
  • Using Customer Feedback: Gather; Sort; Analyse; Use; Monitor

The above is the unit content for the Introduction to Customer Service unit found in the Level 2 qualification. To view more units, click here and select the “Units” tab.

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