Customer Service

Level 2

Mandatory units

  • Prepare yourself to deliver good customer service
  • Provide customer service within the rules

Optional units

Candidates must also complete 5 of the following units (at least one from each theme), in addition to the mandatory units:

Theme: Impression and Image

  • Give customers a positive impression of yourself and your organisation
  • Promote additional services or 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 customers by telephone

Theme: Delivery

  • Deliver reliable customer service
  • Deliver customer service on your customers' premises
  • Recognise diversity when delivering customer service

Theme: Handling Problems

  • Recognise and deal with customer queries, requests and problems
  • Resolve customer service problemsTheme: Development and Improvement
  • Develop customer relationships
  • Support customer service improvements
  • Develop personal performance through delivering customer service

Customer Service

Level 3

Mandatory units

  • Understand customer service to improve service delivery
  • Know the rules to follow when developing customer service Optional units

Candidates must also complete 6 of the following units (at least one from each theme), in addition to the mandatory units:

Theme: 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

Theme: Delivery

  • 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 customer relationship

Theme: Handling Problems

  • Monitor and solve customer service problems
  • Apply risk assessment to customer service
  • Process customer service complaints

Theme: Development and Improvement

  • 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