City & Guilds Level 2 Diploma in Customer Service
601/3562/1
- Level: Level 2
- Type: Vocationally-Related Qualification
- Status: Available to learners
- Offered in England: Yes
- Awarding body: City & Guilds Limited (Recognised)
- Total credits: 45
- Guided learning hours: 245
- Total qualification time: 450
- Assessment methods: Multiple Choice Examination, Portfolio of Evidence
Units (39)
| Unit | Level | Credits | GLH |
|---|---|---|---|
Bespoke Software RN6142/F/502/4396 |
Level 2 | 3 | 20 |
Buddy a colleague to develop their skills RN6142/M/506/1895 |
Level 2 | 3 | 19 |
Carry out customer service handovers RN6142/T/506/2157 |
Level 2 | 3 | 15 |
Carry out direct sales activities in a contact centre RN6142/L/503/0394 |
Level 2 | 5 | 15 |
Communicate verbally with customers RN6142/D/506/2119 |
Level 2 | 3 | 14 |
Communicate with customers in writing RN6142/T/506/2126 |
Level 2 | 3 | 20 |
Contribute to the organisation of an event RN6142/L/506/1869 |
Level 2 | 3 | 23 |
Deal with incidents through a contact centre RN6142/K/503/0421 |
Level 2 | 7 | 40 |
Deal with incoming telephone calls from customers RN6142/H/506/2154 |
Level 2 | 3 | 16 |
Deliver customer service RN6142/A/506/2130 |
Level 2 | 5 | 27 |
Deliver customer service to challenging customers RN6142/F/506/2159 |
Level 2 | 3 | 16 |
Deliver customer service whilst working on customers’ premises RN6142/T/506/2143 |
Level 2 | 4 | 20 |
Develop customer relationships RN6142/Y/506/2149 |
Level 2 | 3 | 18 |
Develop working relationships with colleagues RN6142/R/506/1789 |
Level 2 | 3 | 19 |
Employee rights and responsibilities RN6142/L/506/1905 |
Level 2 | 2 | 16 |
Exceed customer expectations RN6142/Y/506/2135 |
Level 2 | 3 | 15 |
Handling objections and closing sales RN6142/M/502/8606 |
Level 2 | 3 | 22 |
Health and Safety Procedures in the Workplace RN6142/T/505/4673 |
Level 2 | 2 | 16 |
Make telephone calls to customers RN6142/K/506/2155 |
Level 2 | 3 | 16 |
Manage diary systems RN6142/L/506/1807 |
Level 2 | 2 | 12 |
Manage personal performance and development RN6142/L/506/1788 |
Level 2 | 4 | 18 |
Meeting customers’ after sales needs RN6142/R/502/8601 |
Level 2 | 3 | 14 |
Principles of customer service RN6142/J/506/2132 |
Level 2 | 4 | 34 |
Principles of equality and diversity in the workplace RN6142/J/506/1806 |
Level 2 | 2 | 10 |
Process information about customers RN6142/R/506/2134 |
Level 2 | 3 | 14 |
Processing sales orders RN6142/M/502/8587 |
Level 2 | 2 | 17 |
Promote additional products and/or services to customers RN6142/L/506/2133 |
Level 2 | 2 | 14 |
Provide post-transaction customer service RN6142/K/506/2978 |
Level 2 | 5 | 22 |
Provide reception services RN6142/H/506/1814 |
Level 2 | 3 | 15 |
Resolve customer service problems RN6142/A/506/2158 |
Level 2 | 5 | 22 |
Support customer service improvements RN6142/T/506/2160 |
Level 2 | 3 | 12 |
Support customers through real-time online customer service RN6142/A/506/2161 |
Level 2 | 3 | 15 |
Support customers using self-service equipment RN6142/H/506/2977 |
Level 2 | 3 | 18 |
Understand customers RN6142/F/506/2131 |
Level 2 | 2 | 17 |
Understand employer organisations RN6142/A/506/1964 |
Level 2 | 4 | 40 |
Use social media to deliver customer service RN6142/J/506/2163 |
Level 2 | 3 | 18 |
Gather, analyse and interpret customer feedback RN6142/D/506/2170 |
Level 3 | 5 | 24 |
Negotiate in a business environment RN6142/H/506/1912 |
Level 3 | 4 | 18 |
Resolve customers’ complaints RN6142/R/506/2151 |
Level 3 | 4 | 22 |