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(NVQ/QCF) Customer Service Intermediate Apprenticeship Level 2

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These qualifications are aimed at experienced service providers who are in a position to influence others and bring about improvements in skills and service delivery. The qualifications are designed to cater for the wide range and diversity of job roles where competence in customer service is vital. The aims of this qualification is to contribute to the skills, knowledge and overall performance of those working in the service industry. They provided a first insight in to the principles and process of customer service and will aid career progression. 

Components Diploma in Customer Service Level 2
Functional Skills - Math Level 1, English Level 1
Employment Rights and Responsibilities (ERR) [Optional unit or Instructus Skills Workbook] 
Personal Learning and Thinking Skills (PLTS) [All 6 have been mapped to the Mandatory units]
Awarding body EDEXCEL
Overview Industry recognised certification for experienced service providers
Intended for Experienced service providers who are in a position to influence others and bring about improvements in skills and service delivery
Duration 12 months minimum
Requirements To complete this qualification, candidates must achieve 55 Credits from a choice of units specialising within your service sector.
Delivery In-company programme for individuals and groups
Assessment Observation, discussion, personal statement, supporting documentation, portfolio of evidence, onscreen testing.
Learner support Learning material, all workplace based
Progression Level 4 Diploma in Customer Service, Level 3 Diploma in Management or job roles such as Service Delivery, Client Services or Customer Operations Manager
Fees Funding available subject to eligibility

 

(Level 2 NVQ/QCF) Diploma in Customer Service - Qualification structure

To achieve the Customer Service full Level 2, learners must complete a minimum of forty-five credits. The learner must achieve nineteen credits must be completed from Group A mandatory units, minimum of three credits from Group B optional units and a minimum of sixteen credits from Group C optional units. The remaining seven units can be taken from Groups B, C or D [maximum of seven from D]

 

Group A - Mandatory Units

QCF level

Credit

Deliver Customer Service

2

5

Understand Customers

2

2

Principles of Customer Service

2

4

Understand Employer Organisations

2

4

Manage Personal and Professional Development

2

4

 

Group B – Optional Units

QCF level

Credit

Communicate Verbally with Customers

2

3

Communicate with Customers in Writing

2

3

 

Group C – Optional Units

QCF level

Credit

Deal with Incoming Telephone Calls from Customers

2

3

Make Telephone Calls to Customers

2

3

Promote Additional Products and/or Services to Customers

2

2

Process Information about Customers

2

3

Exceed Customer Expectations

2

4

Carry out Customer Handovers

2

3

Resolve Customer Service Problems

2

5

Deliver Customer Service to Challenging Customers

2

3

Develop Customer Relationships

2

3

Support Customer Service Improvements

2

3

Support Customers through Real-time Online Customer Service

2

3

Use Social Media to Deliver Customer Service

2

3

Resolve Customers’ Complaints

3

4

Gather, Analyse and Interpret Customer Feedback

3

5

Support Customers Using Self-service Equipment

2

3

Provide Post-transaction Customer Service

2

5

 

Group D – Optional Units

QCF level

Credit

Health and Safety Procedures in the Workplace

2

2

Manage Diary Systems

2

2

Provide Reception Services

2

3

Contribute to the Organisation of an Event

2

3

Buddy a Colleague to Develop their Skills

2

3

Employee Rights & Responsibilities

2

2

Develop Working Relationships with Colleagues

2

3

Principles of Equality and Diversity in the Workplace

2

2

Processing Sales Orders

2

2

Meeting Customers’ After Sales Needs

2

3

Handling Objections and Closing Sales

2

3

Deal with Incidents through a Contact Centre

2

7

Carry out Direct Sales Activities in a Contact Centre

2

5

Negotiate in a Business Environment

3

4

Bespoke Software                          

2

3

 

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