Level 2 Diploma in Customer Service
Retail
Level 2 Diploma in Customer Service
Price £1500
The NCFE Level 2 Diploma in Customer Service is a competence-based qualification. A competence-based qualification is based on National Occupational Standards (NOS) and is a job-ready qualification which requires learners to demonstrate the skills and knowledge required to work in a specific industry. A competence-based qualification must be assessed in the workplace or in a realistic work environment (RWE) in accordance with the relevant assessment strategy.
This is a regulated qualification. The regulated number for this qualification is 601/3973/0.
This is a cross-sector qualification aimed at current and prospective customer service workers.
Level 2 Diploma in Customer Service covers the skills and knowledge needed to be a customer service worker, covering competencies applicable to a wide range of contexts.
Qualification number (QN): 601/3973/0
Aim reference: 60139730
Total Qualification Time (TQT): 450
Guided learning hours (GLH): 247
Credit value: 45
Level: 2
Assessment requirements: internally assessed and externally moderated portfolio of evidence
Level 2 Diploma in Customer Service aims to:
provide learners with the skills and knowledge required to successfully work in customer services
develop learners’ skills in communication, resolving queries and meeting customers’ needs
build learners’ knowledge of the principles of customer service.
The objectives of Level 2 Diploma in Customer Service are to help learners to:
develop customer service skills that can be relied upon by employers in a range of industries
provide learners with the skills and knowledge needed to communicate effectively with customers and provide effective customer service.
To be awarded the NCFE Level 2 Diploma in Customer Service,
learners must achieve a minimum of 45 credits:
a total of 19 credits from Group A
a minimum of 3 credits from Group B
a minimum of 16 credits from Group C
the remaining credits can be taken from Groups B, C or D.
Group A mandatory units
Unit 01 Deliver customer service (5credits)
Unit 02 Understand customers (2credits)
Unit 03 Principles of customer service (4credits)
Unit 04 Understand employer organisations (4 credits)
Unit 05 Manage personal performance and development (4 credits)
Group B optional units
Unit 06 Communicate verbally with customers (3credits)
Unit 07 Communicate with customers in writing (3credits)
Group C optional units
Unit 08 Deal with incoming telephone calls from customers (3credits)
Unit 09 Make telephone calls to customers (3 credits)
Unit 10 Promote additional products and/or services to customers (2credits)
Unit 11 Process information about customers (3credits)
Unit 12 Exceed customer expectations(3credits)
Unit 13 Deliver customer service whilst working on customers’ premises (4credits)
Unit 14 Carry out customer service handovers (3credits)
Unit 15 Resolve customer service problems (5credits)
Unit 16 Deliver customer service to challenging customers (3credits)
Unit 17 Develop customer relationships (3credits)
Unit 18 Support customer service improvements (3credits)
Unit 19 Support customers through real-time online customer service (3credits)
Unit 20 Use social media to deliver customer service (3credits)
Unit 21 Resolve customers’ complaints (4credits)
Unit 22 Gather, analyse and interpret customer feedback (5credits)
Unit 23 Support customers using self-service equipment (3 credits)
Unit 24 Provide post-transaction customer service (5credits)
Group D optional units
Unit 25 Health and safety procedures in the workplace (2credits)
Unit 26 Manage diary systems (2credits)
Unit 27 Provide reception services (3credits)
Unit 28 Contribute to the organisation of an event (3 credits)
Unit 29 Buddy a colleague to develop their skills (3 credits)
Unit 30 Employee rights and responsibilities (2 credits)
Unit 31 Develop working relationships with colleagues (3 credits)*
Unit 32 Principles of equality and diversity in the workplace (2 credits)
Unit 33 Processing sales orders (2 credits)
Unit 34 Meeting customers’ after-sales needs (3 credits)
Unit 35 Handling objections and closing sales (3 credits)
Unit 36 Deal with incidents through a contact centre (7 credits)
Unit 37 Carry out direct sales activities in a contact centre (5 credits)
Unit 38 Negotiate in a business environment (4 credits)
Unit 39 Bespoke software (3 credits)
The units above marked * are available as stand-alone unit programmes and are available for individual registration.
There are no specific recommended prior learning requirements for this qualification. However, learners may find it helpful if they’ve already achieved a Level 1qualification.
This qualification is suitable for learners aged 16 and above.
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Difficulty : Level 2 |