Level 1 Certificate in Customer Service (combined qualification)

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1 Level 1 Certificate in Customer Service (combined qualification) To achieve a Level 1 Certificate in Customer Service, learners must complete a minimum of 19 credits: credits from GROUP A MANDATORY UNITS 2. A minimum of 6 credits from GROUP B OPTIONAL UNITS 3. A maximum of 3 credits from GROUP C OPTIONAL UNITS. A minimum of 14 credits must be achieved through the completion of Level 1 units GROUP A MANDATORY UNITS CS 1 Principles of customer service CS 2 Communication in customer service B&A 2 Principles of Business B&A 3 Work with other people in a business environment Total GROUP B OPTIONAL UNITS CS 3 CS 4 Take details of customer service problems Deal with customer queries, requests and problems CS 6 Communicate with customers in writing CS 10 Deal with incoming telephone calls from customers CS 11 Make telephone calls to customers CS 13 Process information about customers F/503/0392 Contribute to basic sales in a contact centre Total Skills CFA Qualification RoC Customer Service Page 1

2 GROUP C OPTIONAL UNITS B&A 1 Principles of personal performance and development B&A 5 Manage time and workload B&A 9 T/505/4673 Meet and welcome visitors in a business environment Health and safety procedures in the workplace M/502/8587 Processing sales orders R/502/8601 Meeting customers after sales needs Total Skills CFA Qualification RoC Customer Service Page 2

3 Level 2 Diploma in Customer Service (combined qualification) To achieve a Level 2 Diploma in Customer Service, learners must complete a minimum of 45 credits: 1. X credits from GROUP A MANDATORY UNITS 2. A minimum of 3 credits from GROUP B OPTIONAL UNITS 3. A minimum of X credits from GROUP C OPTIONAL UNITS 4. A maximum of X credits from GROUP D OPTIONAL UNITS. A minimum of 35 credits must be achieved through the completion of Level 2 units GROUP A MANDATORY UNITS CS 7 Deliver customer service CS 8 Understanding customers CS 9 Principles of customer service B&A 38 Principles of business 2 TBC TBC M&L 1 Manage personal performance and development Total TBC TBC GROUP B OPTIONAL UNITS CS 5 Communicate verbally with customers CS 6 Communicate with customers in writing Total 6 34 GROUP C OPTIONAL UNITS CS 10 CS 11 Deal with incoming telephone calls from customers Make telephone calls to customers CS 12 Promote additional products Skills CFA Qualification RoC Customer Service Page 3

4 CS 13 CS 14 CS 15 CS 16 CS 17 CS 18 and/or services to customers Process information about customers Exceed customer service expectations Deliver customer service whilst working on customer s premises Carry out customer service handover Resolve customer service problems Deliver customer service to challenging customers CS 19 Develop customer relationships CS 20 CS 21 CS 22 CS 23 CS 24 Support customer service improvements Support customers through real time on-line customer service Support customers using selfservice equipment Use a social media platform to deliver customer service Provide post transaction customer service CS 31 Resolve customer complaints CS 32 K/503/0421 L/503/0394 F/503/0361 Gather, analyse and interpret customer feedback Deal with incidents through a contact centre Carry out direct sales activities in a contact centre Use specific features of contact centre systems and technology Total Skills CFA Qualification RoC Customer Service Page 4

5 GROUP D OPTIONAL UNITS T/505/4673 Health and safety procedures in the workplace B&A 20 Provide reception services B&A 35 M&L 2 Buddy a colleague to develop their skills Develop working relationships with colleagues M/502/8587 Processing sales orders R/502/8601 M/502/8606 B&A 42 Meeting customers after sales needs Handling objections and closing sales Negotiate in a business environment Total Skills CFA Qualification RoC Customer Service Page 5

6 Level 3 Diploma in Customer Service (combined qualification) To achieve a Level 3 Diploma in Customer Service, learners must complete a minimum of 55 credits: 1. X credits from GROUP A MANDATORY UNITS; 2. A minimum of X credits from GROUP B OPTIONAL UNITS 3. A minimum of X credits from GROUP C OPTIONAL UNITS A minimum of 40 credits must be achieved through the completion of Level 3 units GROUP A MANDATORY UNITS CS 26 Principles of customer service CS 27 Understanding customers and customer retention CS 30 Solve customers problems B&A 38 Principles of business 3 TBC TBC M&L9 Manage personal and professional development Total TBC TBC GROUP B OPTIONAL UNITS CS 5 CS 6 CS12 CS 14 CS 15 CS 18 Communicate verbally with customers Communicate with customers in writing Promote additional services or products to customers Exceed customer service expectations Deliver customer service whilst working on customer s premises Deliver customer service to challenging customers CS 19 Develop customer relationships CS 20 Support customer service improvements Skills CFA Qualification RoC Customer Service Page 6

7 CS 21 CS 22 CS 23 CS 24 CS 25 CS 28 CS 29 Support customers through real time on-line customer service Support customers using selfservice equipment Use social media to deliver customer service Provide post transaction customer service Organise the delivery of customer service Develop resources to support consistency of customer service delivery Use service partnerships to deliver customer service CS 31 Resolve customers complaints CS 32 CS 33 Gather, analyse and interpret customer feedback Monitor the quality of customer service interactions CS 35 Champion customer service CS 38 CS 40 CS 41 CS 42 K/503/0418 D/503/0397 Build and maintain effective customer relations Manage a customer service award programme Manage the use of technology to improve customer service Develop customer service through social media Manage incidents referred to a contact centre Lead direct sales activities in a contact centre team Total GROUP C OPTIONAL UNITS B&A 20 Provide reception services B&A 35 Buddy a colleague to develop Skills CFA Qualification RoC Customer Service Page 7

8 B&A 42 M&L 10 their skills Negotiate in a business environment Promote equality, diversity and inclusion M&L 11 Manage team performance M&L 12 Manage individuals performance M&L 23 F/502/8612 R/502/8615 K/502/8622 Collaborate with other departments Negotiating, handling objections and closing sales Obtaining and analysing sales related information Buyer behaviours in sales situations M/502/8587 Processing sales orders R/502/8601 Meeting customers after sales needs Total Skills CFA Qualification RoC Customer Service Page 8

9 Level 4 Diploma in Customer Service (competence qualification) To achieve a Level 4 Diploma in Customer Service, you must complete a minimum of 50 credits: must be completed from GROUP A MANDATORY UNITS 2. A minimum of 20 credits from GROUP B OPTIONAL UNITS 3. A maximum of 15 credits from GROUP C OPTIONAL UNITS. A minimum of 38 credits must be achieved through the completion of Level 4 units GROUP A MANDATORY UNITS CS 34 Manage customer service CS 35 Champion customer service CS 36 Review the quality of customer service Total GROUP B OPTIONAL UNITS CS 28 CS 29 Develop resources to support consistency in customer service delivery Use service partnerships to deliver customer service CS 30 Solve customers problems CS 32 CS 33 K/503/0418 CS 38 CS 39 Gather, analyse and interpret customer feedback Monitor the quality of customer service interactions Manage incidents referred to a contact centre Build and maintain effective customer relations Develop a customer service strategy Skills CFA Qualification RoC Customer Service Page 9

10 CS 40 CS 41 CS 42 CS 43 H/503/0417 Y/503/0401 Manage a customer service award programme Manage the use of technology to improve customer service Develop a social media strategy for customer service Develop customer service through social media Manage incident management systems in a contact centre Manage direct sales operations in a contact centre Total GROUP C OPTIONAL UNITS M&L 46 Design business process M&L29 Encourage learning and development M&L41 Manage a project M&L9 M&L10 Manage personal and professional development 3 Promote equality, diversity and inclusion M&L 21 Implement change M&L 11 Manage team performance M&L 12 Manage individuals performance M&L X Manage business risk M&L17 Encourage innovation B&A 65 D/504/4056 Support environmental sustainability in a business environment Manage health and safety in own area of responsibility Skills CFA Qualification RoC Customer Service Page 10

11 F/502/8612 R/502/8615 K/502/8622 Negotiating, handling objections and closing sales Obtaining and analysing sales related information Buyer behaviour in sales situations Total Skills CFA Qualification RoC Customer Service Page 11

Educ8 Business Admin and Customer Service

Educ8 Business Admin and Customer Service Apprenticeships (NVQ/QCF) s,, and Business Admin Educ8 provides the following Qualifications... City & Guilds QCF Diploma in Business Administration Essential