To build customer relationships and work effectively on behalf of your organisation you will need to understand:

• industry and organisational professional service standards
• the attitudes and attributes expected when engaging with customers
• the range of different customer service needs and expectations that are applicable to the organisation for which you work
• the benefits to customers and to the organisation of building good relationships and supporting loyal customers
• the essential features and use of customer databases (if they are applicable to your organisation)

How will you acquire this understanding?