
NCFE Level 2 Diploma in Customer Service
- Ref:
- 601/3973/0
- Sector:
- Business, Administration and Law
- Features:
- Learning Resources Available
- Registration and Certification Fee
- £84.00
- Level
- Level 2
- Minimum entry age
- 16
- GLH
- 247
- TQT
- 450
- Credit Value
- 45
Qualification Specification
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Purpose Statement
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Skills CFA Assessment Strategy
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PLTS Mapping
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Apprenticeship Summary
LessMore info DownloadThis document lists the new Business Administration, Customer Service and Team Leading and Management qualifications that went live on 1 September 2014. It summarises what these qualifications replace and how they fit into the updated apprenticeship frameworks for the 14/15 session onwards.
Contact Centre Operations Assessment Strategy
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Sales Standards Assessment Strategy
LessMore info DownloadThis mandatory document outlines the policies and principles for assessing competence units.
e-skills Assessment Strategy
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Qualification specification (Word)
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Mandatory units
- Deliver Customer Service (A/506/2130)
- Understand Customers (F/506/2131)
- Principles of Customer Service (J/506/2132)
- Understand Employer Organisations (A/506/1964)
- Manage Personal Performance and Development (L/506/1788)
Optional units
- Communicate Verbally With Customers (D/506/2119)
- Communicate With Customers in Writing (T/506/2126)
- Deal With Incoming Telephone Calls From Customers (H/506/2154)
- Make Telephone Calls to Customers (K/506/2155)
- Promote Additional Products and/or Services to Customers (L/506/2133)
- Process Information About Customers (R/506/2134)
- Exceed Customer Expectations (Y/506/2135)
- Deliver Customer Service Whilst Working on Customers' Premises (T/506/2143)
- Carry Out Customer Service Handovers (T/506/2157)
- Resolve Customer Service Problems (A/506/2158)
- Deliver Customer Service to Challenging Customers (F/506/2159)
- Develop Customer Relationships (Y/506/2149)
- Support Customer Service Improvements (T/506/2160)
- Support Customers Through Real-Time Online Customer Service (A/506/2161)
- Use Social Media to Deliver Customer Service (J/506/2163)
- Resolve Customers' Complaints (R/506/2151)
- Gather, Analyse and Interpret Customer Feedback (D/506/2170 )
- Support Customers Using Self-Service Equipment (H/506/2977)
- Provide Post-Transaction Customer Service (K/506/2978)
- Health and Safety Procedures in the Workplace (T/505/4673)
- Manage Diary Systems (L/506/1807)
- Provide Reception Services (H/506/1814)
- Contribute to the Organisation of an Event (L/506/1869)
- Buddy a Colleague to Develop Their Skills (M/506/1895)
- Employee Rights and Responsibilities (L/506/1905)
- Develop Working Relationships With Colleagues (R/506/1789)
- Principles of Equality and Diversity in the Workplace (J/506/1806)
- Processing Sales Orders (M/502/8587)
- Meeting Customers' After Sales Needs (R/502/8601)
- Handling Objections and Closing Sales (M/502/8606)
- Deal With Incidents Through a Contact Centre (K/503/0421)
- Carry Out Direct Sales Activities in a Contact Centre (L/503/0394)
- Negotiate in a Business Environment (H/506/1912)
- Bespoke Software (F/502/4396)
Learner's Evidence Tracking Log (LETL)
Price (Inc VAT): Free
2021-22 AT 60139730 V1.0
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