Focus Awards Level 2 Diploma In Customer Service (RQF)
601/8842/X
- Level: Level 2
- Type: Occupational Qualification
- Status: Available to learners
- Offered in England: Yes
- Awarding body: Focus Awards Limited (Recognised)
- Total credits: 45
- Guided learning hours: 269
- Total qualification time: 450
- Assessment methods: Portfolio of Evidence
Units (39)
| Unit | Level | Credits | GLH |
|---|---|---|---|
Carry out direct sales activities in a contact centre RN5353/H/508/4431 |
Level 1 | 5 | 15 |
Bespoke Software RN5353/T/508/4479 |
Level 2 | 3 | 20 |
Buddy a colleague to develop their skills RN5353/J/508/4423 |
Level 2 | 3 | 19 |
Carry out customer service handovers RN5353/L/508/4407 |
Level 2 | 3 | 15 |
Communicate verbally with customers RN5353/K/508/4396 |
Level 2 | 3 | 14 |
Communicate with customers in writing RN5353/T/508/4398 |
Level 2 | 3 | 20 |
Contribute to the organisation of an event RN5353/F/508/4422 |
Level 2 | 3 | 23 |
Deal with incidents through a contact centre RN5353/D/508/4430 |
Level 2 | 3 | 22 |
Deal with incoming telephone calls from customers RN5353/A/508/4399 |
Level 2 | 3 | 16 |
Deliver customer service RN5353/R/508/4392 |
Level 2 | 5 | 27 |
Deliver customer service to challenging customers RN5353/L/508/4410 |
Level 2 | 3 | 16 |
Deliver customer service whilst working on customers’ premises RN5353/J/508/4406 |
Level 2 | 4 | 20 |
Develop customer relationships RN5353/R/508/4411 |
Level 2 | 3 | 18 |
Develop working relationships with colleagues RN5353/R/508/4425 |
Level 2 | 3 | 19 |
Employee rights and responsibilities RN5353/L/508/4424 |
Level 2 | 2 | 16 |
Exceed customer expectations RN5353/F/508/4405 |
Level 2 | 3 | 15 |
Handling objections and closing sales RN5353/K/508/4429 |
Level 2 | 3 | 22 |
Health and Safety Procedures in the Workplace RN5353/F/508/4419 |
Level 2 | 2 | 16 |
Make telephone calls to customers RN5353/H/508/4400 |
Level 2 | 3 | 16 |
Manage diary systems RN5353/T/508/4420 |
Level 2 | 2 | 12 |
Manage personal performance and development RN5353/H/508/4395 |
Level 2 | 4 | 18 |
Meeting customers’ after sales needs RN5353/H/508/4428 |
Level 2 | 3 | 14 |
Principles of customer service RN5353/Y/508/4393 |
Level 2 | 4 | 34 |
Principles of equality and diversity in the workplace RN5353/Y/508/4426 |
Level 2 | 2 | 10 |
Process information about customers RN5353/R/508/3372 |
Level 2 | 3 | 14 |
Processing sales orders RN5353/D/508/4427 |
Level 2 | 2 | 17 |
Promote additional products and/or services to customers RN5353/K/508/4401 |
Level 2 | 2 | 14 |
Provide post-transaction customer service RN5353/A/508/4418 |
Level 2 | 5 | 22 |
Provide reception services RN5353/A/508/4421 |
Level 2 | 3 | 15 |
Resolve customer service problems RN5353/Y/508/4409 |
Level 2 | 5 | 22 |
Support customer service improvements RN5353/D/508/4413 |
Level 2 | 3 | 12 |
Support customers through real-time online customer service RN5353/H/508/4414 |
Level 2 | 3 | 15 |
Support customers using self-service equipment RN5353/T/508/4417 |
Level 2 | 3 | 18 |
Understand customers RN5353/L/508/4391 |
Level 2 | 2 | 17 |
Understand employer organisations RN5353/D/508/4394 |
Level 2 | 4 | 40 |
Use social media to deliver customer service RN5353/A/508/4483 |
Level 2 | 3 | 18 |
Gather, analyse and interpret customer feedback RN5353/M/508/4416 |
Level 3 | 5 | 24 |
Negotiate in a business environment RN5353/K/508/4432 |
Level 3 | 4 | 18 |
Resolve customers’ complaints RN5353/K/508/4415 |
Level 3 | 4 | 22 |