NCFE Level 2 Diploma in Customer Service
Ref:
601/3973/0
Sector:
Business, Administration and Law
Registration & certification fee:
£94.00
Level:
Level 2
Minimum entry age:
16
GLH:
247
TQT:
450
Credit value:
45
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Support materials
Qualification specification (PDF | 641 KB)
Qualification specification (Word) (DOCX | 447 KB)
Purpose statement (PDF | 98 KB)
PLTS mapping (PDF | 125 KB)
Apprenticeship summary (PDF | 117 KB)
Skills CFA assessment strategy (PDF | 147 KB)
Contact centre operations assessment strategy (PDF | 91 KB)
Sales standards assessment strategy (PDF | 204 KB)
e-skills assessment strategy (PDF | 96 KB)
Support Handbook (PDF | 327 KB)
Unit breakdown
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)
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)