Customer Service L2

The Level 2 Qualification in Customer Service is for candidates who undertake a customer service role and recognises that employment in the customer service sector involves a diverse range of functions, tasks and activities that are constantly developing and changing.

This qualification is approved by the CFA as an essential component of the SASE and SASW compliant Apprenticeship frameworks for Customer Service.

Benefits:

• Meets the ‘full’ qualification threshold.

• All units are based on the national occupational standards for customer service.

• Candidates have the opportunity for both full qualification and unit certification.

• All units have been assigned a level and a credit value.

• Qualification recognised in all occupations and sectors of employment. Meets the ‘full’ qualification threshold.

• Based on candidate performance at work, or through some simulation that replicates the working environment.

• Small sized units allow for flexible learning and delivery.

• Some units can be used towards other qualifications.

• Prior learning can be used towards your qualification.

• Caters for a wide variety of learning styles.

• Every learner is assigned an individual assessor.

Start Date: On-going
Length of Course: 4 to 8 months (depending on experience)
Centre: AtE Training Centre / Employer premises
Study Type: Part-time

The Assessment Process

Course Content

The Level 3 NVQ Certificate in Business and Administration is suitable for candidates:

• who have particular customer service and administrative job roles

• who are working in a customer service environment

• whose role is to provide service to customers.

To achieve a full Level 2 NVQ Certificate in Customer Service, candidates must achieve 28 credits; 8 credits from the mandatory units and 20 credits from optional units. Candidates must select at least 1 unit from each optional group. A minimum of 11 credits from optional units must be at Level 2.

Mandatory Units (8 credits)

• Unit F01 ~ Communicating using customer service language

• Unit ~ F02 Follow the rules to deliver customer service

Optional Units (20 credits)

Theme: Impression & Image
Unit A1 ~ Maintain a positive and customer-friendly attitude
Unit A2 ~ Adapt your behaviour to give a good customer service impression
Unit A3 ~ Communicate effectively with customers
Unit A4 ~ Give customers a positive impression of yourself and your organisation
Unit A5 ~ Promote additional services or products to customers
Unit A6 ~ Process information about customers
Unit A7 ~ Live up to the customer service promise
Unit A8 ~ Make customer service personal
Unit A9 ~ Go the extra mile in customer service
Unit A10 ~ Deal with customers face to face
Unit A11 ~ Deal with incoming telephone calls from customers
Unit A12 ~ Make telephone calls to customers
Unit A13 ~ Deal with customers in writing or electronically
Unit A14 ~ Use customer service as a competitive tool
Unit A15 ~ Organise the promotion of additional services or products to customers
Unit A16 ~ Build a customer service knowledge set

Theme: Delivery
Unit B1 ~ Do your job in a customer-friendly way
Unit B2 ~ Deliver reliable customer service
Unit B3 ~ Deliver customer service on your customer’s premises
Unit B4 ~ Recognise diversity when delivering customer service
Unit B5 ~ Deal with customers across a language divide
Unit B6 ~ Use questioning techniques when delivering customer service
Unit B7 ~ Deal with customers using bespoke software
Unit B8 ~ Maintain customer service through effective hand over
Unit B9 ~ Deliver customer service using service partnerships
Unit B10 ~ Organise the delivery of reliable customer service
Unit B11 ~ Improve the customer relationship

Theme: Handling Problems
Unit C1 ~ Recognise and deal with customer queries, requests and problems
Unit C2 ~ Take details of customer service problems
Unit C3 ~ Resolve customer service problems
Unit C4 ~ Deliver customer service to difficult customers
Unit C5 ~ Monitor and solve customer service problems
Unit C6 ~ Apply risk assessment to customer service
Unit C7 ~ Process customer service complaints

Theme: Development & Improvement
Unit D1 ~ Develop customer relationships
Unit D2 ~ Support customer service improvements
Unit D3 ~ Develop personal performance through delivering customer service
Unit D4 ~ Support customers using on-line customer services
Unit D5 ~ Buddy a colleague to develop their customer service skills
Unit D6 ~ Develop your own customer service skills through self-study
Unit D7 ~ Support customers using self-service technology
Unit D8 ~ Work with others to improve customer service
Unit D9 ~ Promote continuous improvement
Unit D10 ~ Develop your own and others’ customer service skills
Unit D11 ~ Lead a team to improve customer service
Unit D12 ~ Gather, analyse and interpret customer feedback
Unit D13 ~ Monitor the quality of customer service transactions

The remaining credits come from a varied range of OPTIONAL UNITS chosen with your assessor and workplace.

Entry Requirements

How to Apply

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