Mandatory Units

(TWO units)

• Understand customer service to improve service delivery 

• Know the rules to follow when developing customer service

Optional Units

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

Group 1: Impression and Image

• Make customer service personal 

• Go the extra mile in customer service

• Deal with customers in writing or using ICT 

• Use customer service as a competitive tool

• Organise the promotion of services or products to customers

 

Group 2: Delivery

UNITS

• Deliver customer service on your customers premises 

• Recognise diversity when delivering customer service 

• Deliver customer service using service partnerships 

• Organise the delivery of reliable customer service

• Improve the customer relationship

 

 

•Group 3: Handling Problems

UNITS

• Monitor and solve customer service problems 

• Apply risk assessment to customer service 

• Process customer service complaints

 

Group 4: Development and Improvement

UNITS

• Work with others to improve customer service 

• Promote continuous improvement in customer service 

• Develop your own and others customer service skills 

• Lead a team to improve customer service 

• Gather, analyse and interpret customer feedback

Mandatory Key Skills

• Communication Level 2

• Application of Number Level 2

Technical Certificate

Level 3

• Customer service principles and techniques 

• Manage, develop and support the customer service environment 

• Co-ordinate products and services for customers