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- Total Qualification Time (TQT): 450
- Guided learning hours (GLH): 247
- Credit value: 45
- Level: 2
Overview
This qualification’s ideal for people who have the scope to bring about permanent improvements in service delivery that benefits their organization and its customers. Learners do not necessarily have to be in a role where they’re directly responsible for people and will benefit those already working in or seeking work in a customer-related role.
What could this qualification lead to?
- Junior/apprentice customer service assistant
- Junior/ secretary
- Junior/ receptionist
- Junior/ personal assistant
Delivery Methods
London College of Professional Studies provides various flexible delivery methods to its learners which include blended learning, online learning, distance learning, and In-class learning. The learners can choose the mode of study as per their choice and convenience.
Learners are able to:
- Access All course materials, including online modules and written assignments
- Gain Teacher support
- Access LCPS online portal (24/7 access to our user-friendly learning portal)
- Acquire Assignments briefing
- Receive Excellent quality of study notes
- Obtain Assignment marking and feedback
- Access Free Online library.
- Gain Fully accredited UK courses
- Receive Dedicated customer support via chat, telephone, and email (Monday to Friday)
- Gain Full support until the completion of the course
Accreditation
NCFE/ Cache Ofqual regulated awarding bodies.
Duration
The program is available in 2 duration modes:
- 07 Months
- 12 Months
Course Delivery
- Online
- Blended Learning
Entry Requirements
There are no specific recommended prior learning requirements for this qualification. However, learners may find it helpful if they have already achieved a Level 1 qualification.
This qualification is suitable for learners of age 16 and above.
Assessment
Assessment requirements: internally assessed and externally moderated portfolio of evidence.
Learning. EYSP 2 and EYSP 12 must be assessed using an externally set and internally marked task. A range of methods can be applied to other units, which could include direct observation of practice, professional discussion, work product or a portfolio of evidence.
Module Structure
To be awarded the NCFE Level 2 Diploma in Customer Service, learners must achieve a minimum of 45 credits:
- a total of 19 credits from Group A
- a minimum of 3 credits from Group B
- a minimum of 16 credits from Group C
- the remaining credits can be taken from Groups B, C, or D.
Group A mandatory units
- Unit 01 Deliver customer service (5 credits)
- Unit 02 Understand customers (2 credits)
- Unit 03 Principles of customer service (4 credits)
- Unit 04 Understand employer organizations (4 credits)
- Unit 05 Manage personal performance and development (4 credits)
Group B optional units
- Unit 06 Communicate verbally with customers (3 credits)
- Unit 07 Communicate with customers in writing (3 credits)
Group C optional units
- Unit 08 Deal with incoming telephone calls from customers (3 credits)
- Unit 09 Make telephone calls to customers (3 credits)
- Unit 10 Promote additional products and/or services to customers (2 credits)
- Unit 11 Process information about customers (3 credits)
- Unit 12 Exceed customer expectations (3 credits)
- Unit 13 Deliver customer service whilst working on customers’ premises (4 credits)
- Unit 14 Carry out customer service handovers (3 credits)
- Unit 15 Resolve customer service problems (5 credits)
- Unit 16 Deliver customer service to challenging customers (3 credits)
- Unit 17 Develop customer relationships (3 credits)
- Unit 18 Support customer service improvements (3 credits)
- Unit 19 Support customers through real-time online customer service (3 credits)
- Unit 20 Use social media to deliver customer service (3 credits)
- Unit 21 Resolve customers’ complaints (4 credits)
- Unit 22 Gather, analyse and interpret customer feedback (5 credits)
- Unit 23 Support customers using self-service equipment (3 credits)
- Unit 24 Provide post-transaction customer service (5 credits)
Group D optional units
- Unit 25 Health and safety procedures in the workplace (2 credits)
- Unit 26 Manage diary systems (2 credits)
- Unit 27 Provide reception services (3 credits)
- Unit 28 Contribute to the organisation of an event (3 credits)
- Unit 29 Buddy a colleague to develop their skills (3 credits)
- Unit 30 Employee rights and responsibilities (2 credits)
- Unit 31 Develop working relationships with colleagues (3 credits) *
- Unit 32 Principles of equality and diversity in the workplace (2 credits)
- Unit 33 Processing sales orders (2 credits)
- Unit 34 Meeting customers’ after-sales needs (3 credits)
- Unit 35 Handling objections and closing sales (3 credits)
- Unit 36 Deal with incidents through a contact center (7 credits)
- Unit 37 Carry out direct sales activities in a contact center (5 credits)
- Unit 38 Negotiate in a business environment (4 credits)
- Unit 39 Bespoke software (3 credits)
Progression
Learners who achieve this qualification could progress to:
- NCFE Level 3 Diploma in Customer Service
- NCFE Level 2 Diploma in Team Leading
- NCFE Level 2 and 3 Diplomas in Business Administration
Who could take this qualification, or who is this qualification designed for?
This qualification is designed to be undertaken if you are already working in a customer service role. You will have the scope to bring about permanent improvements in service delivery that benefit your organization and its customers.
