L2 NVQ Certificate in Customer Service

L2 NVQ Certificate in Customer Service

This qualification is ideal for those people whose customer service role calls for well-developed behavioural competence but whose scope for bringing about change and independent decision-making is limited. It’s available for learners aged 16 and above.

Aim: This qualification is ideal for those people whose customer service role calls for well-developed behavioural competence but whose scope for bringing about change and independent decision-making is limited. It’s available for learners aged 16 and above.

Type: QCF

Level: Level 2

Minimum entry age: 16

Guided Learning Hours: 192 – 228

Credit value: 28

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. DEAL WITH CUSTOMERS IN WRITING OR ELECTRONICALLY

8. USE CUSTOMER SERVICE AS A COMPETITIVE TOOL

9. ORGANISE THE PROMOTION OF ADDITIONAL SERVICES OR PRODUCTS TO CUSTOMERS

10. BUILD A CUSTOMER SERVICE KNOWLEDGE SET

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

12. COMMUNICATE EFFECTIVELY WITH CUSTOMERS

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

14. PROMOTE ADDITIONAL SERVICES OR PRODUCTS TO CUSTOMERS

15. PROCESS INFORMATION ABOUT CUSTOMERS

16. LIVE UP TO THE CUSTOMER SERVICE PROMISE

17. MAKE CUSTOMER SERVICE PERSONAL

18. GO THE EXTRA MILE IN CUSTOMER SERVICE

19. DO YOUR JOB IN A CUSTOMER FRIENDLY WAY

20. ORGANISE THE DELIVERY OF RELIABLE CUSTOMER SERVICE

21. IMPROVE THE CUSTOMER RELATIONSHIP

22. DELIVER RELIABLE CUSTOMER SERVICE

23. DELIVER CUSTOMER SERVICE ON YOUR CUSTOMER’S PREMISES

24. RECOGNISE DIVERSITY WHEN DELIVERING CUSTOMER SERVICE

25. DEAL WITH CUSTOMERS ACROSS A LANGUAGE DIVIDE

26. USE QUESTIONING TECHNIQUES WHEN DELIVERING CUSTOMER SERVICE

27. DEAL WITH CUSTOMERS USING BESPOKE SOFTWARE

28. MAINTAIN CUSTOMER SERVICE THROUGH EFFECTIVE HANDOVER

29. DELIVER CUSTOMER SERVICE USING SERVICE PARTNERSHIPS

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

31. TAKE DETAILS OF CUSTOMER SERVICE PROBLEMS

32. RESOLVE CUSTOMER SERVICE PROBLEMS

33. DELIVER CUSTOMER SERVICE TO DIFFICULT CUSTOMERS

34. MONITOR AND SOLVE CUSTOMER SERVICE PROBLEMS

35. APPLY RISK ASSESSMENT TO CUSTOMER SERVICE

36. PROCESS CUSTOMER SERVICE COMPLAINTS

37. DEVELOP CUSTOMER RELATIONSHIPS

38. DEVELOP YOUR OWN AND OTHERS’ CUSTOMER SERVICE SKILLS

39. LEAD A TEAM TO IMPROVE CUSTOMER SERVICE

40. GATHER, ANALYSE AND INTERPRET CUSTOMER FEEDBACK

41. MONITOR THE QUALITY OF CUSTOMER SERVICE TRANSACTIONS

42. SUPPORT CUSTOMER SERVICE IMPROVEMENTS

43. DEVELOP PERSONAL PERFORMANCE THROUGH DELIVERING CUSTOMER SERVICE

44. SUPPORT CUSTOMERS USING ON-LINE CUSTOMER SERVICES

45. BUDDY A COLLEAGUE TO DEVELOP THEIR CUSTOMER SERVICE SKILLS

46. DEVELOP YOUR OWN CUSTOMER SERVICE SKILLS THROUGH SELF-STUDY

47. SUPPORT CUSTOMERS USING SELF-SERVICE TECHNOLOGY

48. WORK WITH OTHERS TO IMPROVE CUSTOMER SERVICE

49. PROMOTE CONTINUOUS IMPROVEMENT

Next:  L4 NVQ Diploma in Customer Service

Facebook

L2 NVQ Certificate in Customer ServiceL2 NVQ Certificate in Customer ServiceL2 NVQ Certificate in Customer ServiceL2 NVQ Certificate in Customer Service

Categories: