National Occupational Standards

Summary
Longer-term customer relationships depend on the creation of a positive impression. They also depend on the delivery of consistent and reliable customer service. This will encourage loyalty from external customers or longer-term service partnerships with internal customers. With external customers, building a better relationship will encourage customer loyalty. What you do will form or continue a longer-term customer relationship. This does not mean that you have to deal with the same customers every time they return. However, some of what you do will affect their decision to form or maintain that longer-term link with your organisation.

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Summary
Excellent customer service is provided by people who are good with people. Your behaviour affects the impression that customers form of the service they are receiving. This workforce competence is all about communicating with customers and giving a positive impression of yourself whenever you deal with customers. By doing this you will also be giving a positive impression of your organisation and the customer service it provides.

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