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NCFE Level 2 Diploma in Customer Service at Be Totally You

Course description

This qualification aims to:

  • provide learners with the skills and knowledge required to successfully work in customer services
  • develop learners’ skills in communication, resolving queries and meeting customers’ needs
  • build learners’ knowledge of the principles of customer service.

The objectives of this qualification are to help learners to:

  • develop customer service skills that can be relied upon by employers in a range of industries
  • provide learners with the skills and knowledge needed to communicate effectively with customers and provide effective customer service.

Course content

To be awarded the NCFE Level 2 Diploma in Customer Service, learners must achieve a minimum of 45 credits:

  • a total of 19 credits from Group A
  • a minimum of 3 credits from Group B
  • a minimum of 16 credits from Group C
  • and the remaining credits can be taken from Groups B, C or D

Group A Mandatory Units:

  • Unit 01 – Deliver customer service (5 credits)
  • Unit 02 – Understand customers (2 credits)
  • Unit 03 – Principles of customer service (4 credits)
  • Unit 04 – Understand employer organisations (4 credits)
  • Unit 05 – Manage personal performance and development (4 credits)

Group B Optional Units:

  • Unit 06 – Communicate verbally with customers (3 credits)
  • Unit 07 – Communicate with customers in writing (3 credits)

Group C Optional Units:

  • Unit 08 – Deal with incoming telephone calls from customers (3 credits)
  • Unit 09 – Make telephone calls to customers (3 credits)
  • Unit 10 – Promote additional products and/or services to customers (2 credits)
  • Unit 11 – Process information about customers (3 credits)
  • Unit 12 – Exceed customer expectations (3 credits)
  • Unit 13 – Deliver customer service whilst working on customers’ premises (4 credits)
  • Unit 14 – Carry out customer service handovers (3 credits)
  • Unit 15 – Resolve customer service problems (5 credits)
  • Unit 16 – Deliver customer service to challenging customers (3 credits)
  • Unit 17 – Develop customer relationships (3 credits)
  • Unit 18 – Support customer service improvements (3 credits)
  • Unit 19 – Support customers through real-time online customer service (3 credits)
  • Unit 20 – Use social media to deliver customer service (3 credits)
  • Unit 21 – Resolve customers’ complaints (4 credits)
  • Unit 22 – Gather, analyse and interpret customer feedback (5 credits)
  • Unit 23 – Support customers using self-service equipment (3 credits)
  • Unit 24 – Provide post-transaction customer service (5 credits)

 

Group D Optional Units:

  • Unit 25 – Health and safety procedures in the workplace (2 credits)
  • Unit 26 – Manage diary systems (2 credits)
  • Unit 27 – Provide reception services (3 credits)
  • Unit 28 – Contribute to the organisation of an event (3 credits)
  • Unit 29 – Buddy a colleague to develop their skills (3 credits)
  • Unit 30 – Employee rights and responsibilities (2 credits)
  • Unit 31 – Develop working relationships with colleagues (3 credits)
  • Unit 32 – Principles of equality and diversity in the workplace (2 credits)
  • Unit 33 – Processing sales orders (2 credits)
  • Unit 34 – Meeting customers’ after sales needs (3 credits)
  • Unit 35 – Handling objections and closing sales (3 credits)
  • Unit 36 – Deal with incidents through a contact centre (7 credits)
  • Unit 37 – Carry out direct sales activities in a contact centre (5 credits)
  • Unit 38 – Negotiate in a business environment (4 credits)
  • Unit 39 – Bespoke software (3 credits)

To achieve the NCFE Level 2 Diploma in Customer Service, learners must successfully demonstrate their achievement of all learning outcomes and assessment criteria of the units as detailed in this qualification specification. Grades are not awarded.

Entry requirements

This qualification is designed for learners aged 16 and above who are working in or are looking to work in a customer service role or similar.

There are no specific recommended prior learning requirements for this qualification. However, learners may find it helpful if they’ve already achieved a Level 1 qualification.

This qualification is suitable for learners aged 16 and above.

Future opportunities

Learners who achieve this qualification could progress to:

  • NCFE Level 3 Diploma in Customer Service
  • NCFE Level 2 Diploma in Team Leading
  • NCFE Level 2 and 3 Diplomas in Business Administration

How to apply

If you want to apply for this course, you will need to contact Be Totally You directly.

Last updated date: 05 August 2015
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