NCFE

NCFE Level 2 Certificate in Principles of Customer Service

Ref:
601/7070/0
Sector:
Business, Administration and Law
Features:
Learning Resources Available
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Support Materials Qualification Specification

Level
Level 2
Minimum entry age
16
GLH
180
TQT
200
This qualification is suitable for learners aged 16 and above. This qualification provides the underpinning knowledge required by employees to work in a range of customer service roles. Learners will have essential knowledge of how to carry out tasks such as managing information and supporting events. This qualification is suitable for use within a Study Programme.

Qualification Specification

This qualification specification contains everything you need to know about this qualification and should be used by everyone involved in the planning, delivery and assessment.

Mapping Document

Links to National Skills Standards

This document highlights which of the Functional Skills link into the units of this qualification.

Features and Benefits

This document outlines the features and benefits of this qualification for the centre, learner and employer.

Mandatory units

  1. Principles of Customer Service and Delivery (Y/507/5967 )
  2. Understand Customers (D/507/5968)
  3. Understand Employer Organisations (A/507/5895)

Optional units

  1. Understand How to Communicate with Customers (H/507/5969)
  2. Understand How to Communicate with Customers Using the Telephone (Y/507/5970)
  3. Understand How to Handle Customer Information (D/507/5971)
  4. Understand How to Deliver Customer Service Online (H/507/5972)
  5. Understand How to Resolve Problems and Deliver Customer Service to Challenging Customers (K/507/5973)
  6. Understand How to Handle Objections, Promote Additional Products or Services and Close Sales (M/507/5974)
  7. Understand How to Develop Customer Relationships (T/507/5975)
  8. Understand How to Process Sales Orders and Provide Post Transaction Customer Service (A/507/5976)
  9. Principles of Equality and Diversity in the Workplace (K/507/5911)
  10. Understand How to Develop Working Relationships with Colleagues (F/507/5896)

There's a range of available resources you can download or purchase

Learning Curve Group Resources

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Learner's Evidence Tracking Log (LETL)

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By:
NCFE
Type:
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