Optional units (Learners must achieve 20 credits from the Optional units - a minimum of 11 credits must be at Level 2) | Credits | GLH |
Impression and image | | |
Adapt your behaviour to give a good customer service impression L1 | 5 | 33 |
Maintain a positive and customer-friendly attitude L1 | 5 | 33 |
Deal with incoming telephone calls from customers L2 | 5 | 33 |
Process information about customers L2 | 5 | 33 |
Live up to the customer service promise L2 | 6 | 40 |
Give customers a positive impression of yourself and your organisation L2 | 5 | 33 |
Go the extra mile in customer service L2 | 6 | 40 |
Deal with customers face to face L2 | 5 | 33 |
Make telephone calls to customers L2 | 6 | 40 |
Communicate effectively with customers L2 | 5 | 33 |
Make customer service personal L2 | 6 | 40 |
Promote additional services or products to customers L2 | 6 | 40 |
Use Customer Service as a competitive tool L3 | 8 | 53 |
Organise the promotion of additional services or products to customers L3 | 7 | 47 |
Build a customer service knowledge set L3 | 7 | 47 |
Deal with customers in writing or electronically L3 | 6 | 40 |
Delivery | | |
Do your job in a customer friendly way L1 | 5 | 33 |
Deliver reliable customer service L2 | 5 | 33 |
Deliver customer service on your customer's premises L2 | 5 | 33 |
Recognise diversity when delivering customer service L2 | 5 | 33 |
Deal with customers across a language divide L2 | 8 | 53 |
Use questioning techniques when delivering customer service L2 | 4 | 27 |
Deal with customers using bespoke software L2 | 5 | 33 |
Maintain customer service through effective handover L2 | 4 | 27 |
Organise the delivery of reliable customer service L3 | 6 | 40 |
Deliver customer service using service partnerships L3 | 6 | 40 |
Improve the customer relationship L3 | 7 | 47 |
Handling problems | | |
Recognise and deal with customer queries, requests and problems L1 | 5 | 33 |
Take details of customer service problems L1 | 4 | 27 |
Resolve customer service problems L2 | 6 | 40 |
Deliver customer service to difficult customers L2 | 6 | 40 |
Apply risk assessment to customer service L3 | 10 | 67 |
Process customer service complaints L3 | 6 | 40 |
Monitor and solve customer service problem L3 | 6 | 40 |
Development and improvements | | |
Develop customer relationships L2 | 6 | 40 |
Support customer service improvements L2 | 5 | 33 |
Develop personal performance through delivering customer service L2 | 6 | 40 |
Buddy a colleague to develop their customer service skills L2 | 5 | 33 |
Develop your own customer service skills through self-study L2 | 6 | 40 |
Support customers using self-service technology L2 | 5 | 33 |
Support customers using on-line customer services L2 | 5 | 33 |
Work with others to improve customer service L3 | 8 | 53 |
Promote continuous improvement L3 | 7 | 47 |
Develop your own and others’ customer service skills L3 | 8 | 53 |
Lead a team to improve customer service L3 | 7 | 47 |
Gather, analyse and interpret customer feedback L3 | 10 | 67 |
Monitor the quality of customer service transactions L3 | 7 | 47 |