- 0203 583 2988
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
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. 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
L2 NVQ Certificate in Customer ServiceL2 NVQ Certificate in Customer ServiceL2 NVQ Certificate in Customer ServiceL2 NVQ Certificate in Customer Service