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Level 2 Diploma in Customer Service

Level 2 Diploma in Customer Service

Overall Objective for the Qualification

The main objective of the level 2 Diploma in Customer Service is to enable learners to develop their knowledge and skills in the workplace in customer service roles, which will include:

  •   Understanding the needs of customers and their employer
  •   Communicating effectively with customers face to face, in writing, or by telephone
  •   Resolving problems and improving customer relations
  •   Promoting products and services
  •   Working in a team
  •   Developing complementary technical skills according to job role

The qualification is mapped to the Customers Service National Occupational Standards and is included on the Intermediate Level Apprenticeship in Customer Service.

Pre-entry Requirements

There are no pre-entry requirements for enrolling to complete this qualification.

Units and Rules of Combination

Learners must successfully complete 45 credits to achieve this qualification. There are five mandatory units which provide a total of 19 credits. The learner must also complete a minimum of 3 credits from Optional Group B and a minimum of 16 credits from Optional Group C. A maximum of 7 credits can be taken from Optional Group D.

The units are listed in the following tables.

Mandatory Units (Group A – 19 Credits)

Deliver customer service

Understand customers

Principles of customer service

Understand employer organisations

Manage personal performance and development

Optional Units (Group B – minimum 3 credits)

Communicate verbally with customers

Communicate with customers in writing

Optional Units (Group C – maximum 16 credits)

Deal with incoming telephone calls from customers

Make telephone calls to customers

Promote additional products and/or services to customers

Process information about customers

Exceed customer expectations

Deliver customer service whilst working on customers’ premises

Carry out customer service handovers

Resolve customer service problems

Deliver customer service to challenging customers

Support customer service improvements

Develop customer relationships

Support customers through real-time online customer service

Use social media to deliver customer service

Resolve customers’ complaints

Gather, analyse and interpret customer feedback

Support customers using self-service equipment

Provide post-transaction customer service

Optional Units (Group D – maximum 7 credits)

Health and safety procedures in the workplace

Manage diary systems

Provide reception services

Contribute to the organisation of an event

Buddy a colleague to develop their skills

Employee rights and responsibilities

Develop working relationships with colleagues

Principles of equality and diversity in the workplace

Processing sales orders

Meeting customers’ after sales needs

Handling objections and closing sales

Deal with incidents through a contact centre

Carry out direct sales activities in a contact centre

Negotiate in a business environment

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Course Dates: Bespoke

This course is available on a bespoke basis. Contact us on 0800 088 6058 for further details.

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