L1 NVQ Certificate in Customer Service

L1 NVQ Certificate in Customer Service

This qualification is ideal for people who have the scope to bring about permanent improvements in service delivery that benefit their organisation and its customers. These people don�t necessarily have to be in a role where they�re directly responsible for people. It’s available for learners aged pre-16 and above.

Aim:This qualification is ideal for people who have the scope to bring about permanent improvements in service delivery that benefit their organisation and its customers. These people don’t necessarily have to be in a role where they’re directly responsible for people. It’s available for learners aged pre-16 and above.

Type: QCF

Level: Level 1

Minimum entry age: Pre 16

Guided Learning Hours: 153-173

Credit value: 22

SLN value: VARIABLE

Mandatory Units

1. COMMUNICATE USING CUSTOMER SERVICE LANGUAGE

2. FOLLOW THE RULES TO DELIVER CUSTOMER SERVICE

Optional Units

3. MAINTAIN A POSITIVE AND CUSTOMER-FRIENDLY ATTITUDE

4. DEAL WITH CUSTOMERS FACE TO FACE

5. DEAL WITH INCOMING TELEPHONE CALLS FROM CUSTOMERS

6. MAKE TELEPHONE CALLS TO CUSTOMERS

7. ADAPT YOUR BEHAVIOUR TO GIVE A GOOD CUSTOMER SERVICE IMPRESSION

8. COMMUNICATE EFFECTIVELY WITH CUSTOMERS

9. GIVE CUSTOMERS A POSITIVE IMPRESSION OF YOURSELF AND YOUR ORGANISATION

10. PROMOTE ADDITIONAL SERVICES OR PRODUCTS TO CUSTOMERS

11. PROCESS INFORMATION ABOUT CUSTOMERS

12. LIVE UP TO THE CUSTOMER SERVICE PROMISE

13. MAKE CUSTOMER SERVICE PERSONAL

14. GO THE EXTRA MILE IN CUSTOMER SERVICE

15. DO YOUR JOB IN A CUSTOMER FRIENDLY WAY

16. DELIVER RELIABLE CUSTOMER SERVICE

17. DELIVER CUSTOMER SERVICE ON YOUR CUSTOMER’S PREMISES

18. RECOGNISE DIVERSITY WHEN DELIVERING CUSTOMER SERVICE

19. DEAL WITH CUSTOMERS ACROSS A LANGUAGE DIVIDE

20. USE QUESTIONING TECHNIQUES WHEN DELIVERING CUSTOMER SERVICE

21. DEAL WITH CUSTOMERS USING BESPOKE SOFTWARE

22. MAINTAIN CUSTOMER SERVICE THROUGH EFFECTIVE HANDOVER

23. RECOGNISE AND DEAL WITH CUSTOMER QUERIES, REQUESTS AND PROBLEMS

24. TAKE DETAILS OF CUSTOMER SERVICE PROBLEMS

25. RESOLVE CUSTOMER SERVICE PROBLEMS

26. DELIVER CUSTOMER SERVICE TO DIFFICULT CUSTOMERS

Next: L2 NVQ Certificate in Customer Service

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