To achieve a full Level 2 in Customer Service, candidates must achieve 7 units made up of 2 mandatory units and 5 optional units, at least one unit from each theme.
This qualification contains 3 units that can be brought forwards from Level 1; all three units can be claimed towards a Level 2 qualification as accredited prior learning (APL).
This qualification contains 5 units that can be carried forward to Level 3; from these, a maximum of 3 units may be claimed towards a Level 3 qualification as accredited prior learning (APL).
Mandatory Units
- Prepare yourself to deliver good customer service
- Provide customer service within the rules
Optional Units
Theme: Impression and Image
- Give customers positive impression of yourself/organisation
- Promote additional services or products to customers
- Process customer service information
- Live up to the customer service promise
- Make customer service personal
- Go the extra mile in customer service
- Deal with customers in writing or using ICT
- Deal with customers face to face
- Deal with customers by telephone
Theme: Delivery
- Deliver reliable customer service
- Deliver customer service on your customer’s premises
- Recognise diversity when delivering customer service
Theme: Handling Problems
- Recognise and deal with customer query, request, problem
- Resolve customer service problems
- Theme: Development and Improvement
- Develop customer relationships
- Support customer service improvements
- Develop personal performance through delivering services
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