SFEDI Awards Level 3 Certificate in Business Innovation, Sustainability and Growth

What you'll be able to do

• Analyse and select parts for improvement
• Understand how to analyse and select parts for improvement

What you'll be able to do

• Apply basic statistical analysis
• Understand how to apply basic statistical analysis

What you'll be able to do

• Apply continuous improvement techniques (Kaizen) to enhance processes
• Understand how to apply continuous improvement techniques (Kaizen) within a specific work environment

What you'll be able to do

• Apply Failure Modes and Effects Analysis (FMEA) in a practical context
• Understand the principles and methodologies for applying Failure Modes and Effects Analysis (FMEA)

What you'll be able to do

• Apply flow process analysis techniques to identify inefficiencies and areas for improvement in a specific process.
• Understand how to apply flow process analysis methodologies to map, analyse, and optimise workflows.

What you'll be able to do

• Apply lead time analysis techniques
• Understand how to apply lead time analysis techniques

What you'll be able to do

• Apply mistake/error proofing (Poka Yoke) techniques in a practical context
• Understand the principles and methodologies for applying mistake/error proofing (Poka Yoke)

What you'll be able to do

• Apply policy deployment (Hoshin Kanri, quality operating systems, business plan deployment)
• Understand how to apply policy deployment (Hoshin Kanri, quality operating systems, business plan deployment)

What you'll be able to do

• Apply set-up reduction techniques.
• Understand how to apply set-up reduction techniques.

What you'll be able to do

• Apply Total Productive Maintenance (TPM) techniques
• Understand how to apply Total Productive Maintenance (TPM) techniques

What you'll be able to do

• Apply workplace organisation techniques
• Understand how to apply workplace organisation techniques

What you'll be able to do

• Undertake a SWOT (Strengths, Weaknesses, Opportunities, Threats) analysis of a business in order to effectively manage age diversity within the workplace
• Assess the capability of a business to manage age diversity, identifying areas for improvement and development
• Assess personal capabilities to effectively manage age diversity within a business environment, identifying areas for personal development

What you'll be able to do

• Assess the skills, abilities and attributes needed for setting up and running a business
• Review own ability to deal with potential changes to a business
• Set and monitor performance targets for a business

What you'll be able to do

• Understand the various approaches to developing new markets, including market research, segmentation, and targeting.
• Assess the potential for developing new markets within a business, considering factors such as market size, competition, and profitability.
• Develop a detailed plan for developing new markets in a business, outlining specific strategies, resources, and timelines.

What you'll be able to do

• Assess the capability of a business to export
• Undertake a SWOT analysis of the potential of a business to export
• Review the usefulness of external sources of advice and guidance for exporting

What you'll be able to do

• Understand the key factors to consider when assessing a customer's credit status, including credit history, income, and debt levels.
• Understand the legal and ethical considerations related to assessing customer credit status.
• Assess the credit status of customers using appropriate methods and tools, such as credit reports and financial statements.
• Interpret the results of credit assessments and make informed decisions about extending credit to customers.
• Monitor the credit status of customers on an ongoing basis, identifying potential risks and taking appropriate action.
• Implement procedures for managing customer credit risk and minimising potential losses.

What you'll be able to do

• Understand the conditions that must be met to obtain finance for purchases
• Propose suitable financial options to customers based on their needs and circumstances
• Accurately complete finance arrangements for purchases in accordance with organisational procedures and legal requirements

What you'll be able to do

• Understand the benefits of planning and investing in sales relationships
• Understand the risks of planning and investing in sales relationships
• Build sales relationships with new customers
• Build sales relationships with existing customers
• Retain existing sales customers through relationship management

What you'll be able to do

• Understand continuous improvement techniques
• Understand the principles and techniques of workplace organisation
• Use visual indicators to improve the work environment
• Understand ways to eliminate variance from processes in the workplace

What you'll be able to do

• Understand the impact of different models of buyer behaviour on the sales cycle, including their strengths and weaknesses
• Respond appropriately to the buyer at each stage of the decision-making process, adapting sales techniques to their behaviour

What you'll be able to do

• Carry out Value Stream Mapping to analyse current processes
• Understand how to carry out Value Stream Mapping to identify areas for improvement

What you'll be able to do

• Carry out problem solving activities in a business context
• Understand how to carry out problem solving activities effectively

What you'll be able to do

• Carry out Statistical Process Control (SPC) procedures
• Understand how to carry out Statistical Process Control (SPC) procedures

What you'll be able to do

• Understand the purpose of planning communication within a business environment
• Understand how to communicate effectively in writing within a business environment
• Understand how to communicate effectively verbally within a business environment
• Understand the purpose and value of feedback in developing communication skills within a business environment

What you'll be able to do

• Understand how to plan the use of digital media for a specific message, audience, and recipients, considering factors such as platform suitability and content format
• Plan the use of digital media for a specific message, audience, and recipients, creating a detailed plan outlining channels, content, and timing
• Check that the digital message can be accessed and/or delivered to the intended audience, ensuring compatibility and functionality
• Monitor and evaluate the response to digital activity and take any corrective action based on the data collected, optimising the campaign for better results

What you'll be able to do

• Understand how to comply with statutory regulations and organisational safety requirements
• Understand how to comply with statutory regulations and organisational safety requirements

What you'll be able to do

• Understand the purpose and benefits of innovation in a business environment, including its impact on competitiveness and growth
• Understand how to research, develop, and review ideas for new approaches and solutions to business challenges
• Understand how to present suggestions for new approaches and solutions in a clear and persuasive manner

What you'll be able to do

• Understand the stages of a typical product development process
• Understand the stages of a typical service development process
• Contribute to the product development process
• Contribute to the service development process
• Contribute to the launch process for new products
• Contribute to the launch process for new services

What you'll be able to do

• Create standard operating procedures (SOPs) that are clear, concise, and easy to follow.
• Understand how to create standard operating procedures, including identifying the purpose, scope, and steps involved in a process.

What you'll be able to do

• Create an environment conducive to learning
• Plan and deliver a learning activity for individuals and groups
• Evaluate learning activities

What you'll be able to do

• Understand the benefits of working with colleagues
• Establish working relationships with colleagues
• Act in a professional and respectful manner when working with colleagues
• Communicate effectively with colleagues
• Identify potential work-related difficulties and explore solutions

What you'll be able to do

• Review the strengths and weaknesses in the resilience of a business, considering internal and external factors.
• Develop a comprehensive business resilience plan that addresses identified weaknesses and builds on existing strengths.
• Use a business resilience plan to support the continuity of business services during disruptions and emergencies.

What you'll be able to do

• Develop a comprehensive plan for managing age diversity within a business, considering relevant legislation and best practices.
• Use a developed plan for managing age diversity in a business, implementing strategies to promote inclusivity and address potential challenges.

What you'll be able to do

• Develop a plan for exporting in a business
• Use a plan for trading internationally in a business

What you'll be able to do

• Understand the principles of effective networking
• Identify professional networks for development
• Maintain professional networks

What you'll be able to do

• Demonstrate how to evaluate a business idea, considering its strengths, weaknesses, opportunities, and threats.
• Demonstrate how to assess the market for a business idea, identifying target customers and analysing competitor activity.

What you'll be able to do

• Evaluate financial options to fund growth in a business, including loans, grants, equity investment, and retained profits.
• Understand the management of cash flow within a business and its effect on growth strategies, including forecasting, budgeting, and monitoring cash flow.
• Manage cash flow within a business to support growth, including implementing strategies to improve cash flow, such as reducing costs, increasing sales, and managing credit terms.

What you'll be able to do

• Understand how a business makes use of questionnaires to support growth strategies
• Develop a growth focused customer research questionnaire
• Carry out customer research through a growth focused questionnaire
• Analyse and make use of research data

What you'll be able to do

• Identify the marketing techniques a business can use to promote a product or service
• Explain the importance of a marketing plan to a business
• Produce a marketing plan for a given product or service
• Obtain feedback to support analysing the quality of a marketing plan

What you'll be able to do

• Understand the various methods used to develop a pricing strategy, including cost-plus pricing, competitive pricing, and value-based pricing
• Develop a pricing strategy to support business growth, taking into account market conditions, competitor activity, and business objectives

What you'll be able to do

• Understand the social media channels that can be used by organisations to support innovation and growth, including their features, benefits, and target audiences.
• Understand the legalities and etiquette that should be considered when using social media channels by organisations to support innovation and growth, including data protection, copyright, and responsible communication.
• Understand how to produce business blogs that encourage readership, including planning, writing, and promoting engaging and informative content.

What you'll be able to do

• Recognise where potential tendering opportunities can be found
• Explain the importance of tender readiness checks to an organisation
• Describe how partner organisations can support tendering opportunities
• Explain how to develop a business proposal for a tendering opportunity

What you'll be able to do

• Understand the concept of a business chassis and its role in providing a framework for sustainable business growth.
• Understand the key components of a business chassis, including value proposition, customer segments, channels, customer relationships, revenue streams, key activities, key resources, key partnerships, and cost structure.
• Understand the importance of aligning the business chassis with the overall business strategy and objectives.
• Develop a business chassis for a specific business, identifying and defining each of the key components.
• Evaluate the effectiveness of the business chassis in supporting business growth and identify areas for improvement.
• Adapt the business chassis as needed to respond to changing market conditions and business needs.

What you'll be able to do

• Understand the key elements and best practices involved in writing compelling and effective sales proposals.
• Develop comprehensive sales proposals that address customer needs and offer tailored solutions.
• Evaluate the effectiveness of a sales proposal against pre-defined criteria and make recommendations for improvement.

What you'll be able to do

• Develop visual management systems to improve organisational performance
• Understand how to develop visual management systems to meet specific business needs

What you'll be able to do

• Understand the rationale and requirements for providing effective sales support and customer service programmes.
• Develop sales support and/or customer service programmes that align with organisational objectives.
• Implement sales support and customer service programmes effectively, monitoring their impact and making adjustments as needed.

What you'll be able to do

• Understand the mindset and skills required to be a successful entrepreneur
• Understand the mindset and skills required to be a successful intrapreneur
• Understand how enterprising skills contribute to business success

What you'll be able to do

• Understand the use and scope of digital and information technologies in business
• Understand the impact and influence of digital and information technologies on the HR function

What you'll be able to do

• Evaluate different financial options available to fund a business venture.
• Monitor income and expenditure against pre-defined business objectives.
• Monitor profit and loss for own business, identifying areas for improvement.

What you'll be able to do

• Understand what is required to be an effective people manager
• Deliver timely and effective people management services to meet business and staff members' needs
• Reflect on personal and professional skills and be able to implement and maintain a personal development plan.

What you'll be able to do

• Understand the processes involved in the selection and recruitment of staff.
• Understand the legislation applicable to the management of employees in an organisation.
• Understand the importance of appraisal systems in driving forward the success of an organisation.
• Understand disciplinary and redundancy procedures.
• Understand the part that TUPE plays in the HR process.

What you'll be able to do

• Improve communication with customers to enhance the relationship
• Balance the needs of the customer and the organisation to achieve mutually beneficial outcomes
• Exceed customer expectations to develop a stronger relationship
• Understand how to improve the customer relationship through various strategies and techniques

What you'll be able to do

• Understand how social media platforms contribute to innovation and growth within organisations.
• Identify the various social media channels that organisations can utilise to support innovation and growth strategies.
• Understand the legal and ethical considerations, including etiquette, that organisations must adhere to when using social media for business purposes.
• Measure the success of social media campaigns and initiatives, using appropriate metrics and analytical tools.

What you'll be able to do

• Understand how to evaluate the effect of the business environment.
• Understand how to identify and take advantage of potential social enterprise opportunities.
• Understand how to research and prove a market demand for a social enterprise opportunity.
• Understand finance within a business context.
• Understand the importance of accurate bookkeeping to finances within a social enterprise.
• Understand where to access business support services.
• Understand how to measure the impact made by a social enterprise.

What you'll be able to do

• Prepare effectively to lead a meeting, including setting objectives and creating an agenda
• Manage meeting procedures to ensure meetings are productive and efficient
• Chair a meeting to facilitate discussion and decision-making
• Undertake post-meeting tasks, such as distributing minutes and following up on action items

What you'll be able to do

• Understand the importance of teams in achieving organisational goals
• Understand different leadership attributes and skills required for effective team leadership
• Contribute effectively as a team member by actively participating and supporting team objectives
• Demonstrate leadership skills by guiding and motivating team members
• Assess the effectiveness of team performance against agreed objectives and identify areas for improvement

What you'll be able to do

• Understand how to lead effective teams, including the key principles and practices
• Lead effective teams, ensuring clear communication, delegation, and motivation of team members

What you'll be able to do

• Understand the concept of a lean environment, including its principles, benefits, and key elements.
• Implement the productivity needs analysis process to identify areas for improvement and optimise resource utilisation.
• Produce a process map that visually represents the flow of activities within a business process, highlighting potential bottlenecks and inefficiencies.

What you'll be able to do

• Understand where potential tendering opportunities can be found
• Understand the importance of tender readiness checks to an organisation's success
• Understand how partner organisations can support tendering opportunities
• Understand how to develop a compelling business proposal for a tendering opportunity

What you'll be able to do

• Identify circumstances that require a decision to be made within a defined context
• Collect relevant information to inform effective decision-making
• Analyse collected information to support informed decision-making
• Make a decision based on the analysis of available information

What you'll be able to do

• Understand the management of business risk
• Address business risk
• Mitigate business risk

What you'll be able to do

• Assess own career goals and personal development
• Set personal work objectives
• Produce a personal development plan
• Implement and monitor own personal development plan

What you'll be able to do

• Develop a tender specification that clearly outlines the requirements and expectations for potential suppliers.
• Manage a tendering exercise, including inviting bids, evaluating proposals, and selecting the preferred supplier.
• Negotiate the award of contracts with selected suppliers, ensuring that the terms and conditions are favourable to the organisation.

What you'll be able to do

• Understand how to support environmentally friendly working practices within the workplace
• Organise work activities so as to minimise the impact on the environment
• Manage the environmental impact of the use of resources within the workplace

What you'll be able to do

• Understand the impact of employment law at the start of the employment relationship, including pre-employment checks and contracts of employment.
• Understand the main individual rights that the employee has during the employment relationship, such as rights relating to pay, working conditions, and discrimination.
• Understand disciplinary and redundancy procedures, including the legal requirements and best practice for carrying them out.

What you'll be able to do

• Understand what data needs to be collected to support people management practices within a business
• Know how people's personal information should be recorded, managed and stored within a business
• Analyse people's personal information and present findings to inform decision making within a business

What you'll be able to do

• Understand the meaning of quality within a business context and its importance
• Understand the importance of business values and culture on the quality of performance
• Understand continual improvement methodologies and their application to business processes
• Understand the key components of quality management systems within a business

What you'll be able to do

• Understand behaviour that indicates an escalation towards aggressive and violent behaviour in the workplace, recognising potential triggers and warning signs.
• Take appropriate measures to avoid, decelerate and/or de-escalate aggressive or violent situations in the workplace, prioritising the safety of oneself and others.

What you'll be able to do

• Understand how to handle objections from customers
• Understand how to negotiate with customers
• Prepare for objections from customers
• Prepare for negotiation with customers
• Handle objections from customers effectively
• Negotiate with customers to reach a mutually agreeable outcome
• Close the sale following negotiation with the customer

What you'll be able to do

• Understand how to validate information about competitors, ensuring accuracy and reliability of data sources.
• Understand the various uses of competitor information for sales-related activities, such as identifying opportunities and developing competitive strategies.
• Use competitor information effectively for sales-related activities, such as targeting specific customers and differentiating products or services.

What you'll be able to do

• Understand the uses of sales-related information, including for forecasting, performance monitoring, and decision-making.
• Understand how to use tools and methods to analyse sales-related information, including statistical analysis, data visualisation, and trend identification.
• Obtain sales-related information about customers, markets and competitors, using appropriate research methods and data sources.
• Use tools and methods to analyse sales-related information, to identify trends, patterns and insights that can inform sales strategies and improve performance.

What you'll be able to do

• Plan the delivery of reliable customer service
• Organise the delivery of reliable customer service
• Review customer service delivery
• Maintain customer service delivery
• Use recording systems to maintain reliable customer service
• Understand how to organise the delivery of reliable customer service

What you'll be able to do

• Understand the importance of appraisal systems in driving forward the success of a business
• Explain the relationship between performance management and incentive schemes
• Contribute to effective performance and incentive management in a business
• Conduct a performance review
• Evaluate a performance review

What you'll be able to do

• Assess different methods for selling business products or services
• Set sales targets for a business

What you'll be able to do

• Plan work for a team
• Allocate work across a team
• Manage team members to achieve team objectives
• Monitor and evaluate the performance of team members
• Improve the performance of a team

What you'll be able to do

• Identify the risks and opportunities of growth to a business
• Construct a growth plan for a given business scenario
• Obtain feedback to support analysing the quality of a growth plan

What you'll be able to do

• Understand the role and value of social enterprise.
• Develop an idea for the development of a social enterprise.
• Identify the market strength for a social enterprise opportunity.
• Calculate cash requirements for a social enterprise opportunity.
• Identify appropriate legal structures and governance for a social enterprise opportunity.
• Judge the attractiveness of a social enterprise opportunity to investors.
• Plan for the next steps in taking advantage of a social enterprise opportunity.

What you'll be able to do

• Start planning for a business, considering initial ideas, market research, and potential challenges.
• Develop a comprehensive plan for running a business, including operational, financial, and marketing strategies.

What you'll be able to do

• Understand the factors to consider when preparing sales presentations, including audience analysis, objectives, and key messages.
• Prepare a sales presentation that is tailored to the target audience and effectively communicates the key messages.
• Understand the techniques for delivering effective sales presentations, including verbal and non-verbal communication skills.
• Deliver a sales presentation in a professional and engaging manner, adapting to audience feedback and achieving the desired outcome.

What you'll be able to do

• Understand the skills required by a mentor
• Understand the tools required by a mentor
• Be aware of how to develop own mentoring skills
• Understand the legal requirements of mentoring
• Understand the ethical requirements of mentoring

What you'll be able to do

• Understand different types of price-based promotions, including discounts, coupons, and special offers
• Justify the use of price-based promotions as part of a broader promotional strategy, considering their potential impact on sales and profitability
• Develop and present proposals for price-based promotions, outlining the rationale, target audience, and expected outcomes
• Understand how to evaluate the effectiveness of price-based promotions, using metrics such as sales uplift and customer acquisition cost
• Implement and evaluate price-based promotions, tracking results and making adjustments as needed to maximise their impact

What you'll be able to do

• Understand how to design reports to meet specific information needs within a contact centre environment.
• Understand how systems and technology can be used to optimise performance in a contact centre.
• Understand the different types of systems and technology used in contact centres and their applications.

What you'll be able to do

• Understand the principles of customer service in a contact centre
• Understand how to resolve customer service issues in a contact centre
• Understand how to monitor customer service performance and compliance within a contact centre
• Understand how to communicate verbally with customers referred by others in a contact centre
• Understand how to communicate in written or electronic form with customers referred by others in a contact centre

What you'll be able to do

• Understand how to identify the needs of customers in a new business venture
• Understand how to meet the identified needs of customers in a new business venture
• Understand different methods used to market products or services in a new business
• Understand how to plan for selling products or services to customers

What you'll be able to do

• Understand the process of selling in a contact centre
• Understand the use of contact centre sales data
• Understand how to lead a sales team in a contact centre
• Understand customer complaints and non-compliance issues in a contact centre

What you'll be able to do

• Plan the use of digital vouchers for marketing purposes
• Plan the implementation of social networking site advertising campaigns for marketing purposes
• Understand the use of promotional campaigns on social networking sites
• Understand current national and international legal and organisational guidelines relevant to social networking advertising and promotional campaigns

What you'll be able to do

• Explain how social media fits into the objectives and marketing of a business
• Select appropriate social media tools and channels for a business, based on its needs
• Describe how to measure the success of using social media tools and channels
• Explain how social media policy and guidelines can impact a business
• Monitor how a business is using social media and report on findings

What you'll be able to do

• Understand sources and types of information that support sales, including market research, customer data, and competitor analysis.
• Understand internal information that supports sales, including sales figures, customer feedback, and marketing data.
• Carry out a business audit of the internal and external sales environment, including identifying strengths, weaknesses, opportunities, and threats (SWOT analysis).
• Use sales information to support the sales planning function, including setting targets, developing strategies, and allocating resources.

What you'll be able to do

• Produce business plans for a specific business, ensuring they are comprehensive and well-structured.
• Implement business plans effectively, monitoring progress and making necessary adjustments.
• Present business plans clearly and persuasively to relevant stakeholders.

What you'll be able to do

• Understand the influencing factors that affect the selection and recruitment of staff, including legal requirements, organisational needs, and market conditions.
• Understand the processes involved in the selection and recruitment of staff, including job analysis, advertising, shortlisting, interviewing, and selection.
• Contribute to the recruitment and selection interviewing process for a job role, by preparing for interviews, asking relevant questions, and evaluating candidates.
• Understand the importance of an effective induction programme, including its purpose, content, and delivery methods.

What you'll be able to do

• Communicate a team’s purpose and objectives clearly to team members
• Develop a plan collaboratively with team members, outlining how team objectives will be achieved
• Support team members by identifying opportunities for development and providing appropriate support

What you'll be able to do

• Evaluate external social networking tools for a business, considering their features, benefits, and suitability for different purposes.
• Understand how to classify the social networking audience of a business, including identifying their demographics, interests, and online behaviour.
• Use social media management tools in relation to social networking, including scheduling posts, managing content, and engaging with followers.
• Carry out a risk analysis and create a digital crisis management plan in relation to social networking for a business, including identifying potential risks, developing response strategies, and communicating with stakeholders.
• Use social networking measurement and monitoring tools for a business, including tracking engagement, analysing data, and reporting on performance.

What you'll be able to do

• Identify the learning needs of colleagues in own area of responsibility
• Understand how to develop a learning environment in own area of responsibility
• Support colleagues in learning and its application
• Evaluate learning outcomes and future learning and development of colleagues

What you'll be able to do

• Develop team ideas and foster the creativity of team members
• Assess the viability of team members’ ideas within a business context
• Support team members to implement their ideas effectively
• Implement team ideas within a business environment

What you'll be able to do

• Understand why a business may need to change, considering internal and external factors, and how this can affect its operations.
• Understand the key factors involved in the change process, including communication, leadership, and resource allocation, and the different ways change can be managed.
• Understand the impact of change on people within a business, including their attitudes, behaviours, and performance.

What you'll be able to do

• Understand the importance of effective financial management for the success and sustainability of a business.
• Identify financial requirements to support innovation and growth initiatives within a business.
• Understand the importance of accurate bookkeeping practices for effective financial management.
• Conduct a financial analysis of a business, interpreting key financial data and trends.

What you'll be able to do

• Understand the importance of the business environment and its impact on organisational success.
• Analyse why an organisation needs to address external change to remain competitive and sustainable.
• Evaluate the effect of technological progress and developments on an organisation's operations and strategy.
• Recognise and describe the different stages of business development, from start-up to maturity.

What you'll be able to do

• Understand what is meant by entrepreneurship
• Develop an entrepreneurial skills set

What you'll be able to do

• Understand what is meant by innovation and creativity in a business context, differentiating between the two concepts.
• Understand how a culture of innovation and creativity is developed within an organisation, considering factors such as leadership, communication, and reward systems.
• Understand how the HR function can support the development of a culture of innovation and creativity, through recruitment, training, and performance management.

What you'll be able to do

• Define innovation and creativity within a business context
• Explain how a culture of innovation and creativity is developed within an organisation
• Explain how innovation and creativity contributes to business growth
• Explain how competition can support a culture of innovation and creativity

What you'll be able to do

• Understand the effects of changes in population demographics on the world of work
• Understand the principles of age management within a business organisation
• Understand the effects of legislation on age diversity practices within a business

What you'll be able to do

• Understand the difference between resilience and continuity in a business context, including their respective goals and approaches.
• Understand the influences on business resilience, including internal and external factors that can impact an organisation's ability to withstand disruptions.
• Understand the benefits and impact of developing business resilience, including improved operational efficiency, reduced risk, and enhanced reputation.

What you'll be able to do

• Understand the aims and objectives of a business and the environment it operates in
• Understand the structure, culture and functions of a business
• Understand how people management activities support a business

What you'll be able to do

• Understand why a business trades internationally, including the benefits and challenges
• Understand the different approaches to exporting that a business can adopt
• Understand the process of exporting goods or services, from initial enquiry to final delivery

What you'll be able to do

• Organise customer service to gain a competitive advantage
• Deliver a competitive service
• Understand how to use customer service as a competitive tool

What you'll be able to do

• Understand how customer relationship management (CRM) contributes to innovation and growth within an organisation
• Understand the impact of information and communication technology (ICT) on customer relationship management strategies and processes
• Develop innovative customer relationship management strategies to enhance customer engagement and drive business growth

What you'll be able to do

• Improve customer service by actively collaborating and communicating effectively with others.
• Monitor their own performance and identify areas for improvement when working to enhance customer service.
• Monitor team performance and provide constructive feedback to improve customer service delivery.
• Understand the principles and techniques for working effectively with others to achieve customer service improvements.