Level 2 Diploma in Customer Service - Pathway 1

The framework is designed to meet the skill needs of employers by attracting new talent into a career of Customer Service and help upskill the workforce to replace those who leave or retire. Apprentices will work in roles such as Assistants, Customer Service Officer or Assistants. Learners gain knowledge and understanding within the business sector leading to a Level 2 Diploma in Customer Service. To complete the package learners undertake Functional Skills in Maths and English with Pearson and City Guilds. The course aims to be complete within 12 months.

Around 4.5 million people help to keep businesses running in the public, private and not-for-profit sectors. This framework is designed to meet the skills needs of employers by attracting new talent into a career in Customer Service and help to up skill the workforce to replace those who leave or retire. Intermediate Apprentices will work in roles such as Customer Service Trainee, Assistant, Representative or Agent.

Level 2 Diploma in Customer Service

The Apprenticeship is made up of 4 parts:

= QCF: (45 credits) = Pearson = Level 2 Diploma in Customer Service

= Functional Skills (10 credits) = Level 1 English= Level 1 Mathematics

= Employee Rights and Responsibilities

= Personal Learning and Thinking Skills

All areas must be achieved and evidenced by the learner as part of the overall framework

Level 2 Diploma in Customer Service

ObjectivesThe level 2 Diploma in Customer Service has been developed to give learners the opportunity to:

= Engage in learning that is relevant to them and which will provide opportunities to develop a range of skills and techniques, personal skills and attributes essential for successful performance in working life

= Achieve a nationally recognised Level 2 vocationally-related qualification

= Progress to employment in Customer Service

= Progress to related general and/or vocational qualifications

OverviewLearners have to complete 5 mandatory units (19 credits) and achieve a further 26 credits from a range of optional units.

More Information This course involves an induction plus tutorial support. There are a number of workshops with assessment in the form of reflective knowledge reviews, assignments or projects.

Pearson Level 2 Diploma in Customer ServiceUnit Mandatory Units - 19 credits Level Credit1 Deliver Customer Service 2 52 Understand Customers 2 23 Principles of Customer Service 2 44 Understand Employer Organisations 2 45 Manage Personal Performance and Development 2 4Unit Optional Units - Group B - 3 credits Level Credit6 Communicate Verbally with Customers 2 37 Communicate with Customers in Writing 2 3Unit Optional Units - Group C - 16 credits Level Credit8 Deal with Incoming Telephone Calls from Customers 2 39 Make Telephone Calls to Customers 2 310 Promote Additional Products and/or Services to Customers 2 211 Process Information About Customers 2 312 Exceed Customer Expectations 2 313 Deliver Customer Service whilst Working

on Customers Premises2 4

14 Carry Out Customer Service Handovers 2 3

15 Resolve Customer Service Problems 2 516 Deliver Customer Service to Challenging Customers 2 317 Develop Customer Relationships 2 318 Support Customer Service Improvements 2 319 Support Customers Through Real Time Online

Customer Service2 3

20 Use Social Media to Deliver Customer Service 2 321 Resolve Customers Complaints 3 422 Gather, Analyse and Interpret Customer Feedback 3 523 Support Customers using Self-Service Equipment 2 324 Provide Post-Transaction Customer Service 2 5Unit Optional Units - Group D (remaining 7 credits from B,C,D) Level Credit25 Health and Safety Procedures in the Workplace 2 226 Manage Diary Systems 2 427 Provide Reception Services 2 328 Contribute to the Organisation of the Event 2 329 Buddy a Colleague to Develop their Skills 2 330 Employee Rights and Responsibilities 2 231 Develop Working Relationships with Colleagues 2 332 Principles of Equality and Diversity in the Workplace 2 233 Processing Sales Orders 2 234 Meeting Customers After Sales Needs 2 335 Handling Objections and Closing Sales 2 336 Deal with Incidents Through a Contact Centre 2 737 Carry Out Direct Sales Activities in a Contact Centre 2 538 Negotiate in a Business Environment 3 439 Bespoke Software 2 3