L4 NVQ Diploma in Customer Service

L4 NVQ Diploma 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 suitable for learners aged 18 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 suitable for learners aged 18 and above.

Type: QCF

Level: Level 4

Minimum entry age: 18

Guided Learning Hours: 443 – 487

Credit value: 67

SLN value: VARIABLE

Mandatory Units

1. DEMONSTRATE UNDERSTANDING OF CUSTOMER SERVICE MANAGEMENT

2. FOLLOW ORGANISATIONAL RULES, LEGISLATION AND EXTERNAL REGULATIONS WHEN MANAGING CUSTOMER SERVICE

Optional Units

3. DEAL WITH CUSTOMERS IN WRITING OR ELECTRONICALLY

4. USE CUSTOMER SERVICE AS A COMPETITIVE TOOL

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

6. BUILD A CUSTOMER SERVICE KNOWLEDGE SET

7. CHAMPION CUSTOMER SERVICE

8. MAKE CUSTOMER SERVICE ENVIRONMENTALLY FRIENDLY AND SUSTAINABLE

9. ORGANISE THE DELIVERY OF RELIABLE CUSTOMER SERVICE

10. IMPROVE THE CUSTOMER RELATIONSHIP

11. MAINTAIN AND DEVELOP A HEALTHY AND SAFE CUSTOMER SERVICE ENVIRONMENT

12. PLAN, ORGANISE AND CONTROL CUSTOMER SERVICE OPERATIONS

13. REVIEW THE QUALITY OF CUSTOMER SERVICE

14. BUILD AND MAINTAIN EFFECTIVE CUSTOMER RELATIONS

15. DELIVER SEAMLESS CUSTOMER SERVICE WITH A TEAM

16. DELIVER CUSTOMER SERVICE USING SERVICE PARTNERSHIPS

17. MONITOR AND SOLVE CUSTOMER SERVICE PROBLEMS

18. APPLY RISK ASSESSMENT TO CUSTOMER SERVICE

19. PROCESS CUSTOMER SERVICE COMPLAINTS

20. HANDLE REFERRED CUSTOMER COMPLAINTS

21. DEVELOP YOUR OWN AND OTHERS’ CUSTOMER SERVICE SKILLS

22. LEAD A TEAM TO IMPROVE CUSTOMER SERVICE

23. GATHER, ANALYSE AND INTERPRET CUSTOMER FEEDBACK

24. MONITOR THE QUALITY OF CUSTOMER SERVICE TRANSACTIONS

25. IMPLEMENT QUALITY IMPROVEMENTS TO CUSTOMER SERVICE

26. PLAN AND ORGANISE THE DEVELOPMENT OF CUSTOMER SERVICE STAFF

27. DEVELOP A CUSTOMER SERVICE STRATEGY FOR A PART OF AN ORGANISATION

28. MANAGE A CUSTOMER SERVICE AWARD PROGRAMME

29. APPLY TECHNOLOGY OR OTHER RESOURCES TO IMPROVE CUSTOMER SERVICE

30. REVIEW AND RE-ENGINEER CUSTOMER SERVICE PROCESSES

31. MANAGE CUSTOMER SERVICE PERFORMANCE

32. WORK WITH OTHERS TO IMPROVE CUSTOMER SERVICE

33. PROMOTE CONTINUOUS IMPROVEMENT

 

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