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
LessMore info DownloadThis document outlines the content of this qualification, who it’s designed for, and the opportunities it could lead to.
Skills CFA Assessment Strategy
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PLTS Mapping
LessMore info DownloadThis document highlights which of the Personal Learning and Thinking Skills (PLTS) link into the units of this qualification.
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
LessMore info DownloadThis mandatory document outlines the policies and principles for assessing competence units.
Sales Standards Assessment Strategy
LessMore info DownloadThis mandatory document outlines the policies and principles for assessing competence units.
e-skills Assessment Strategy
LessMore info DownloadThis mandatory document outlines the policies and principles for assessing competence units.
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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