Knowledge and understanding
Intellectual qualities
Professional / Practical skills
Transferable skills
- K1 Recognise the organisational context within which customer contact activity occurs and be able to agree the scope of likely outputs
- K2 Understand the competitive nature of the customer contact industry and the principle performance measures used
- K3 Understand the students own organisation and operating environment through the use of an appropriate business model
- K4 Appreciate the importance of monitoring and analysis in the wider customer service environment
Intellectual qualities
- I1 Describe the student’s organisation and business environment.
- I2 Gather information for interpreting environmental trends.
Professional / Practical skills
- P1 Apply knowledge of the business environment to practical situations and case studies.
Transferable skills
- T1 Develop oral and written communication skills through discussion and presentations in seminars.
- T2 Gain self-awareness and the need for self directed learning.
- T3 Develop computer literacy skills by the use of a word-processing package for the written assignment.