customer service level 2 - lifetimetraining.co.uk · customer service level. 2. learners following...

lifetimetraining.co.uk

For more information about this programme, please ask your Lifetime Regional Trainer or visit www.lifetimetraining.co.uk

LTG

-28

3 N

OV

12

PA

GE

20

Customer Service Level 2

Programme Fact Sheet

This qualification is suited to any member of staff working directly with customers. Candidates will need to demonstrate their good customer service skills, ability to deal with customer issues and building good relationships. Learners will be able to choose one of the following routes: • Generic • Back Office • Sales • Call CentresFor further details on which units relate to which chosen route, please see below.

Framework Structure (Generic)

All learners will need to achieve the following two NVQ mandatory units:

• F1Communicateusingcustomerservicelanguage• F2Followtherulestodelivercustomerservice

And complete the following four NVQ optional units:

• A4 Givecustomersapositiveimpressionofyourselfandyourorganisation

• C2 Takedetailsofcustomerserviceproblems• B2 Deliverreliablecustomerservice• D1 Developcustomerrelationships

Learners following the ‘Call Centre’ route will complete the following four NVQ optional units. Your mandatory units are the same as for the generic route.

• C1 Recogniseanddealwithcustomerqueries,requestsandproblems

• A11 Dealwithincomingcallsfromcustomers• B7 Dealwithcustomersusingbespokesoftware• D6 Developyourowncustomerservice

skillsthroughselfstudy

Learners following the ‘Back Office’ route will complete the following four NVQ optional units. Your mandatory units are the same as for the‘Generic’ route:

• A11 Dealwithincomingcallsfromcustomers• C3 Resolvecustomerserviceproblems• B2 Deliverreliablecustomerservice• D1 Developcustomerrelationships

Learners following the ‘Sales’ route will complete the following four NVQ optional units. Your mandatory units are the same as for the ‘Generic’ route:

• C2 Takedetailsofcustomerserviceproblems• D3 Developpersonalperformancethrough

deliveringcustomerservice• A12 Maketelephonecallstocustomer• B6 Usequestioningtechniqueswhen

deliveringcustomerservice

lifetimetraining.co.uk

For more information about this programme, please ask your Lifetime Regional Trainer or visit www.lifetimetraining.co.uk

LTG

-28

3 D

EC1

2 P

AG

E 2

2

Sales Customer Service Level 2

Learners following the ‘Upselling’ route will complete the following four NVQ optional units. Your mandatory units are the same as for the generic route.

• A15 Organise the promotion of additional servicesor products to customers

• B2 Deliverreliablecustomerservice• C3 Resolvecustomerserviceproblems• D3 Developpersonalperformancethrough

Funded learners will also complete the following:

• FunctionalSkillsinEnglish• FunctionalSkillsinMaths• LAOCertificateinCustomerServiceLevel2