The purpose of this Unit is to enable candidates to recognise and evaluate effective customer care within a relevant work environment. It allows candidates to analyse factors affecting customer care and to judge the effectiveness of a customer care strategy by applying them to the workplace. The Unit emphasises that customer care is a key area of importance and value to organisations and is, therefore, critical to the work of any employee.
On completion of the Unit the candidate should be able to:
1 Analyse factors contributing to a culture of customer care.
2 Evaluate the customer care strategy of an organisation.