SFJ Awards Level 2 Certificate in Customer Service
603/4767/3
- Level: Level 2
- Type: Occupational Qualification
- Status: Available to learners
- Offered in England: Yes
- Awarding body: SFJ Awards (Recognised)
- Total credits: 27
- Guided learning hours: 142
- Total qualification time: 270
- Assessment methods: Portfolio of Evidence, Practical Demonstration/Assignment
Units (23)
| Unit | Level | Credits | GLH |
|---|---|---|---|
Carry out customer service handovers RN5351/T/506/2157 |
Level 2 | 3 | 15 |
Communicate verbally with customers RN5351/D/506/2119 |
Level 2 | 3 | 14 |
Communicate with customers in writing RN5351/T/506/2126 |
Level 2 | 3 | 20 |
Deal with customers face to face RN5351/T/617/4418 |
Level 2 | 5 | 33 |
Deal with incidents through a contact centre RN5351/K/503/0421 |
Level 2 | 7 | 40 |
Deal with incoming telephone calls from customers RN5351/H/506/2154 |
Level 2 | 3 | 16 |
Deliver customer service RN5351/A/506/2130 |
Level 2 | 5 | 27 |
Deliver customer service to challenging customers RN5351/F/506/2159 |
Level 2 | 3 | 16 |
Deliver customer service whilst working on customers’ premises RN5351/T/506/2143 |
Level 2 | 4 | 20 |
Develop customer relationships RN5351/Y/506/2149 |
Level 2 | 3 | 18 |
Exceed customer expectations RN5351/Y/506/2135 |
Level 2 | 3 | 15 |
Make telephone calls to customers RN5351/K/506/2155 |
Level 2 | 3 | 16 |
Manage personal performance and development RN5351/L/506/1788 |
Level 2 | 4 | 18 |
Principles of customer service RN5351/M/617/4417 |
Level 2 | 3 | 22 |
Process information about customers RN5351/R/506/2134 |
Level 2 | 3 | 14 |
Promote additional products and/or services to customers RN5351/L/506/2133 |
Level 2 | 2 | 14 |
Provide post-transaction customer service RN5351/K/506/2978 |
Level 2 | 5 | 22 |
Resolve customer service problems RN5351/A/506/2158 |
Level 2 | 5 | 22 |
Support customer service improvements RN5351/T/506/2160 |
Level 2 | 3 | 12 |
Support customers through real-time online customer service RN5351/A/506/2161 |
Level 2 | 3 | 15 |
Support customers using self-service equipment RN5351/H/506/2977 |
Level 2 | 3 | 18 |
Understand customers RN5351/F/506/2131 |
Level 2 | 2 | 17 |
Use social media to deliver customer service RN5351/J/506/2163 |
Level 2 | 3 | 18 |