Improving customer service

1. Understand how feedback can be used as a tool to improve services.

• 1.1 List ways feedback about self and organisation can be gathered from customers and used
• 1.2 Outline the content of a policy applicable to gathering and processing customer feedback
• 1.3 Summarise why feedback from customers and colleagues has a role in the process of self-development
• 1.4 Explain employee’s duties to refer feedback
• 1.5 Explain the importance of taking on board all feedback including negative comments

2. Understand how to reflect on your own performance with the aim of improving your customer service skills.

• 2.1 Explain how your communications and behaviours impact upon others
• 2.2 Use reflection techniques to identify areas for improvement in your own customer service skills and knowledge
• 2.3 Use reflection techniques to objectively assess how your own attitude impacts upon customer service you deliver
• 2.4 Outline ways to improve customer service through development of: • Skills • Knowledge • Attitudes

3. Understand how the health and social care environment can be modified to meet the needs of customers.

• 3.1 Identify triggers that can lead to anguish
• 3.2 Describe how ‘reasonable adjustments’ can be implemented to improve the experience of customers
• 3.3 Describe how modifications to the health and social care setting are communicated to the customer
• 3.4 Explain how the self-respect of the customer can be maintained