1 Understand how to organise customer service delivery
The learner can:
1.1 Explain how different methods of promoting products and/or
services impact on customer service delivery
1.2 Explain who should be involved in the organisation of
customer service delivery
1.3 Explain the importance of differentiating between customers’
wants, needs and expectations
1.4 Explain different ways of segmenting customer groups
1.5 Explain how customer segmentation is used in organising
customer service delivery
1.6 Explain how to analyse the ‘customer journey’
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Question 1 of 6
1. Question
1.1 Explain how different methods of promoting products and/or services impact on customer service delivery
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This response will be reviewed and graded after submission.
Grading can be reviewed and adjusted.Grading can be reviewed and adjusted. -
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Question 2 of 6
2. Question
1.2 Explain who should be involved in the organisation of customer service delivery
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This response will be reviewed and graded after submission.
Grading can be reviewed and adjusted.Grading can be reviewed and adjusted. -
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Question 3 of 6
3. Question
1.3 Explain the importance of differentiating between customers’ wants, needs and expectations
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This response will be reviewed and graded after submission.
Grading can be reviewed and adjusted.Grading can be reviewed and adjusted. -
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Question 4 of 6
4. Question
1.4 Explain different ways of segmenting customer groups
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This response will be reviewed and graded after submission.
Grading can be reviewed and adjusted.Grading can be reviewed and adjusted. -
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Question 5 of 6
5. Question
1.5 Explain how customer segmentation is used in organising customer service delivery
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This response will be reviewed and graded after submission.
Grading can be reviewed and adjusted.Grading can be reviewed and adjusted. -
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Question 6 of 6
6. Question
1.6 Explain how to analyse the ‘customer journey’
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This response will be reviewed and graded after submission.
Grading can be reviewed and adjusted.Grading can be reviewed and adjusted. -