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’

Scroll to Top