The Level 2 Diploma in Customer Service is designed for individuals who are currently working or seeking employment in customer service roles, such as Customer Service Advisor, Help Desk Operative, Call Centre Advisor, or Customer Support Officer. This qualification focuses on developing the skills, knowledge, and behaviors necessary to provide high-quality customer service, improve customer relations, and ensure customer satisfaction.
Level 2 Diploma in Customer Service
Mandatory Units:
Module 1: Deliver Customer Service:
- Understand customer needs and expectations.
- Learn how to provide service that meets those expectations and enhances customer satisfaction.
- Assessment: Competency-based tasks that evaluate how learners deliver customer service in real work situations.
Module 2: Understand Customers:
- Differentiate between internal and external customers.
- Learn about customer expectations, cultural factors affecting customer service, and how to identify and handle challenging customers.
- Assessment: Knowledge-based assessment through questions and reflective tasks.
Module 3: Principles of Customer Service:
- Learn about the principles of delivering excellent customer service, customer satisfaction, and service delivery techniques.
- Understand legal and ethical requirements related to customer service.
- Assessment: Knowledge-based assessment through written tasks or online tests.
Module 4: Understand Employer Organisations:
- Gain insight into organizational structures, objectives, and the external environment.
- Learn how different departments interact to deliver customer service.
- Assessment: Portfolio-based assessment.
Module 5: Manage Personal Performance and Development:
- Learn to manage time effectively, set personal goals, and develop skills for professional growth.
- Assessment: Competency-based assessment through work-based tasks.
Optional Units (Examples):
Module 6: Communicate Verbally with Customers:
- Develop effective communication skills, including how to manage calls and conversations with customers.
Module 7: Deal with Incoming Telephone Calls from Customers:
- Learn how to manage customer inquiries via telephone, and handle various customer queries effectively.
Module 8: Resolve Customer Service Problems:
- Understand how to resolve complaints, de-escalate customer conflicts, and provide suitable solutions.
Module 9: Promote Additional Products or Services to Customers:
- Learn how to identify opportunities to up-sell or cross-sell products and services.
