Health and Safety Provisions and Customer Services within the Logistics Industry (1 day)

Purpose of the Unit

The aim of this unit is to enable the learner to recognise and apply the principles of an appropriate and effective level of customer service. It will emphasise the importance of developing and maintaining customer relationships and how to manage both their personal and corporate image. The importance of good and effective communication with both external customers and internal colleagues to maintain effective working relationships to support good service will be an essential element of this unit.

Learning Outcomes

1. Be able to state their organisational policy on providing goods and/or services.
2. Recognise the importance of good customer service and good customer relations and how the failure to manage customer expectations impacts on company image.
3. Be able to state the range and features of the services available to customers and how these support customer requirements, identifying what operational constraints can impact on service provision and the limitations of how the learner can influence these constraints.
4. Identify company reporting structures, complaint handling and communication strategies for handling customer queries and complaints.
5. To identify risk to self, others and property.
6. To identify risk and causes of accidents and work, and the ability to assess and deal with emergency situations.

↑ Back to top