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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
This qualification is suitable for learners aged 16 and above. This qualification is designed for those working in a customer service related role, or those who would like to develop knowledge of this area prior to commencing employment.

Qualification Specification
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This document contains everything you need to know about this qualification and should be used by everyone involved in its planning, delivery and assessment.

Purpose Statement
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This 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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This mandatory document outlines the policies and principles for assessing competence units.

PLTS Mapping
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This document highlights which of the Personal Learning and Thinking Skills (PLTS) link into the units of this qualification.

Apprenticeship Summary
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This 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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This mandatory document outlines the policies and principles for assessing competence units.

Sales Standards Assessment Strategy
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This mandatory document outlines the policies and principles for assessing competence units.

e-skills Assessment Strategy
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This mandatory document outlines the policies and principles for assessing competence units.

Mandatory units

  1. Deliver Customer Service (A/506/2130)
  2. Understand Customers (F/506/2131)
  3. Principles of Customer Service (J/506/2132)
  4. Understand Employer Organisations (A/506/1964)
  5. Manage Personal Performance and Development (L/506/1788)

Optional units

  1. Communicate Verbally With Customers (D/506/2119)
  2. Communicate with Customers in Writing (T/506/2126)
  3. Deal with Incoming Telephone Calls from Customers (H/506/2154)
  4. Make Telephone Calls to Customers (K/506/2155)
  5. Promote Additional Products And/Or Services To Customers (L/506/2133)
  6. Process Information About Customers (R/506/2134)
  7. Exceed Customer Expectations (Y/506/2135)
  8. Deliver Customer Service Whilst Working On Customers’ Premises (T/506/2143)
  9. Carry Out Customer Service Handovers (T/506/2157)
  10. Resolve Customer Service Problems (A/506/2158)
  11. Deliver Customer Service To Challenging Customers (F/506/2159)
  12. Develop Customer Relationships (Y/506/2149)
  13. Support Customer Service Improvements (T/506/2160)
  14. Support Customers Through Real-Time Online Customer Service (A/506/2161)
  15. Use Social Media To Deliver Customer Service (J/506/2163)
  16. Resolve Customers’ Complaints (R/506/2151)
  17. Gather, Analyse and Interpret Customer Feedback (D/506/2170 )
  18. Support Customers Using Self-Service Equipment (H/506/2977)
  19. Provide Post-Transaction Customer Service (K/506/2978)
  20. Health and Safety Procedures in the Workplace (T/505/4673)
  21. Manage Diary Systems (L/506/1807)
  22. Provide Reception Services (H/506/1814)
  23. Contribute To the Organisation of an Event (L/506/1869)
  24. Buddy a Colleague To Develop Their Skills (M/506/1895)
  25. Employee Rights and Responsibilities (L/506/1905)
  26. Develop Working Relationships with Colleagues (R/506/1789)
  27. Principles of Equality and Diversity in the Workplace (J/506/1806)
  28. Processing Sales Orders (M/502/8587)
  29. Meeting Customers’ After Sales Needs (R/502/8601)
  30. Handling Objections and Closing Sales (M/502/8606)
  31. Deal with Incidents Through a Contact Centre (K/503/0421)
  32. Carry Out Direct Sales Activities in a Contact Centre (L/503/0394)
  33. Negotiate in a Business Environment (H/506/1912)
  34. Bespoke Software (F/502/4396)

Learner's Evidence Tracking Log (LETL)

Price (Inc VAT): Free

By:
NCFE
Type:
Online

The Skills Network Resources

Price (Inc VAT): Refer to External Link

By:
The Skills Network
Type:
Partner Resource

Internal assessments will go ahead in 2021/22, therefore moving away from results being based on Teacher Assessed Grades (TAGs) used in 2020 to 2021, where this has been permitted.

Students need to prepare a portfolio of evidence. We encourage centres to review our guidance on the types of evidence, and evidence capture, that we permit including e.g. the use of video, photos and other digital means of demonstrating knowledge and skills.

Students are still required to complete the work placement, but the focus should be on learning outcomes and evidencing competence. The adaptation addendum document contains further information of how learning outcome / evidence of competence needs to be met either within the workplace or via alternative assessment methods.

For further information please see the 2021/22 adaptation addendum document below.

2021-22 AT 60139730 V1.0
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