Mandatory Units

(TWO units)

• Prepare yourself to deliver good customer service 

• Provide customer service within the rules

Optional Units

Learners must achieve FIVE of the units listed (Taking at least one from each group)

Group 1: Impression and Image

UNITS

• Give customers a positive impression of yourself and your organisation  

• Promote additional services of products to customers        

• Process customer service information    

• Live up to the customer service promise 

• Make customer service personal   

• Go the extra mile in customer service   

• Deal with customers in writing or using ICT   

• Deal with customers face to face   

• Deal with customer by telephone

 

Group 2: Delivery

UNITS

• Deliver reliable customer service 

• Deliver customer service on your customers premises     

• Recognise diversity when delivering customer service

 

Group 3: Handling Problems

UNITS

• Recognise and deal with customer queries, requests and problems

• Resolve customer service problems

 

Group 4: Development and Improvement

UNITS

• Develop customer relationships 

• Support customer service improvements 

• Develop personal performance through delivering customer service

Mandatory Key Skills

• Communication Level 1

• Application of Number Level 1

Technical Certificate

Level 2

• Customer service principles

• Develop, maintain and support the customer service environment 

•  Maintain procedures, services and processes for customers