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1.2 Analyse ways in which weaknesses that may result in inadequate or inefficient risk control of an occupational health and safety system can be identified.


1.1 Evaluate the components and functioning of an occupational health and safety system.


Unit 3: Champion Customer Service


8. carry out any necessary research to enhance or verify the advice and information you are giving


4. The types of developments that are likely to affect customer service and how to analyse the implications for customer service


2. continuously monitor developments in your organisation in order to identify those important to customer service


1. explain the role of customer service within your organisation’s strategic and business plans


Unit 2: Follow Organisational Rules, External Regulations and Legislation when Managing Customer Service


3. use appropriate sources of information about organisational rules, policies and procedures that relate to customer service


1. Contribute to the development of customer service in your organisation within the organisation’s rules and culture


The customer service management role and responsibilities in relation to your organisation’s service offer, customer expectations and customer satisfaction


Unit 1: Show Understanding of Customer Service Management


Demonstrate how your management responsibilities link with customer service principles


Exercise customer service management responsibility with consideration for your organisation’s service offer, customer expectations and resources


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