CfA

Customer Service

These standards were originally developed by The Institute of Customer Service and are now managed by the CfA

Customer Service Foundations

Filename	Size
Unit F1 Communicate using customer service language.pdf	90.54 KB
Unit F2 Follow the rules to deliver customer service.pdf	90.49 KB
Unit F3 Demonstrate understanding of customer service.pdf	92.54 KB
Unit F4 Demonstrate understanding of the rules that impact on.pdf	90.71 KB
Unit F5 Demonstrate understanding of customer service management.pdf	94.05 KB
Unit F6 Follow organisational rules, legislation and external regulations when managing customer service.pdf	92.4 KB

Impression and Image

Filename	Size
Unit A1 Maintain a positive and customer-friendly attitude.pdf	88.77 KB
Unit A10 Deal with customers face to face.pdf	92.58 KB
Unit A11 Deal with incoming telephone calls from customers.pdf	94.51 KB
Unit A12 Make telephone calls to customers.pdf	91.96 KB
Unit A13 Deal with customers in writing or electronically.pdf	91.74 KB
Unit A14 Use customer service as a competitive tool.pdf	92.52 KB
Unit A15 Organise the promotion of additional services or products to customers.pdf	90.75 KB
Unit A16 Build a customer service knowledge set.pdf	95.56 KB
Unit A17 Champion customer service.pdf	90.43 KB
Unit A18 Make customer service environmentally friendly and sustainable.pdf	93.47 KB
Unit A2 Adapt your behaviour to give a good customer service impression.pdf	91.59 KB
Unit A3 Communicate effectively with customers.pdf	89.69 KB
Unit A4 Give customers a positive impression of yourself and your organisation.pdf	92.33 KB
Unit A5 Promote additional services or products to customers.pdf	92.77 KB
Unit A6 Process information about customers.pdf	90.06 KB
Unit A7 Live up to the customer service promise.pdf	92.83 KB
Unit A8 Make customer service personal.pdf	100.65 KB
Unit A9 Go the extra mile in customer service.pdf	92.48 KB

Delivery

Filename	Size
Unit B1 Do your job in a customer friendly way.pdf	89.99 KB
Unit B10 Organise the delivery of reliable customer service.pdf	92.38 KB
Unit B11 Improve the customer relationship.pdf	90.92 KB
Unit B12 Maintain and develop a healthy and safe customer service environment.pdf	92.26 KB
Unit B13 Plan, organise and control customer service operations.pdf	92.14 KB
Unit B14 Review the quality of customer service.pdf	90.01 KB
Unit B15 Build and maintain effective customer relations.pdf	91.22 KB
Unit B16 Deliver seamless customer service with a team.pdf	90.43 KB
Unit B2 Deliver reliable customer service.pdf	90.69 KB
Unit B3 Deliver customer service on your customer`s premises.pdf	93.79 KB
Unit B4 Recognise diversity when delivering customer service.pdf	92.87 KB
Unit B5 Deal with customers across a language divide.pdf	93.52 KB
Unit B6 Use questioning techniques when delivering customer service.pdf	91.36 KB
Unit B7 Deal with customers using bespoke software.pdf	93.51 KB
Unit B8 Maintain customer service through effective hand over.pdf	91.66 KB
Unit B9 Deliver customer service using service partnerships.pdf	92.07 KB

Handling Problems

Filename	Size
Unit C1 Recognise and deal with customer queries, requests and problems.pdf	89.74 KB
Unit C2 Take details of customer service problems.pdf	91.2 KB
Unit C3 Resolve customer service problems.pdf	91.42 KB
Unit C4 Deliver customer service to difficult customers.pdf	94.57 KB
Unit C5 Monitor and solve customer service problems.pdf	92.27 KB
Unit C6 Apply risk assessment to customer service.pdf	90.61 KB
Unit C7 Process customer service complaints.pdf	92.68 KB
Unit C8 Handle referred customer complaints.pdf	93.97 KB

Development and Improvement

Filename	Size
Unit D1 Develop customer relationships.pdf	91.86 KB
Unit D10 Develop your own and others` customer service skills.pdf	93.14 KB
Unit D11 Lead a team to improve customer service.pdf	90.44 KB
Unit D12 Gather, analyse and interpret customer feedback.pdf	92.26 KB
Unit D13 Monitor the quality of customer service transactions.pdf	94.53 KB
Unit D14 Implement quality improvements to customer service.pdf	91.15 KB
Unit D15 Plan and organise the development of customer service staff.pdf	91.35 KB
Unit D16 Develop a customer service strategy for a part of an organisation.pdf	92.99 KB
Unit D17 Manage a customer service award programme.pdf	90.59 KB
Unit D18 Apply technology or other resources to improve customer service.pdf	93.01 KB
Unit D19 Review and re-engineer customer service processes.pdf	93.51 KB
Unit D2 Support customer service improvements.pdf	91 KB
Unit D20 Manage customer service performance.pdf	92.46 KB
Unit D3 Develop personal performance through delivering customer service.pdf	90.26 KB
Unit D4 Support customers using on-line customer services.pdf	91.74 KB
Unit D5 Buddy a colleague to develop their customer service skills.pdf	93.92 KB
Unit D6 Develop your own customer service skills through self-study.pdf	92.77 KB
Unit D7 Support customers using self-service technology.pdf	93.14 KB
Unit D8 Work with others to improve customer service.pdf	90.8 KB
Unit D9 Promote continuous improvement.pdf	91.01 KB

Contact Centre

These are the revised Contact Centre Standards approved May 2011.

The revised Standards reflect the latest practices and policies of Contact Centre operations and give both employers and employees the opportunity to raise Standards in their organisations

Filename	Size
CfA Contact Centre NOS Approved May 2011.pdf	1.97 MB