- 0203 583 2988
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
1. COMMUNICATE USING CUSTOMER SERVICE LANGUAGE
2. FOLLOW THE RULES TO DELIVER CUSTOMER SERVICE
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
L1 NVQ Certificate in Customer ServiceL1 NVQ Certificate in Customer ServiceL1 NVQ Certificate in Customer ServiceL1 NVQ Certificate in Customer Service