NCFE Level 2 Diploma in Customer Service
Ref:
601/3973/0
Sector:
Business, Administration and Law
Registration & certification fee:
£94.00
Level:
Level 2
Minimum entry age:
16
GLH:
247
TQT:
450
Credit value:
45
Important: This qualification will withdraw on 31 July 2024 and this is the last date we can accept learner registrations. The last date for certificate claims is 31 July 2026.
What does this qualification cover?
This qualification is designed for those working in a customer service related role, or those who would like to develop knowledge of this area prior to commencing employment.
Who is it suitable for?
This qualification is suitable for learners aged 16 and above.
Support materials
Qualification specification (PDF | 641 KB)
Qualification specification (Word) (DOCX | 447 KB)
Purpose statement (PDF | 98 KB)
PLTS mapping (PDF | 125 KB)
Apprenticeship summary (PDF | 117 KB)
Skills CFA assessment strategy (PDF | 147 KB)
Contact centre operations assessment strategy (PDF | 91 KB)
Sales standards assessment strategy (PDF | 204 KB)
e-skills assessment strategy (PDF | 96 KB)
Support Handbook (PDF | 327 KB)
Unit breakdown
Deliver Customer Service (A/506/2130)
Understand Customers (F/506/2131)
Principles of Customer Service (J/506/2132)
Understand Employer Organisations (A/506/1964)
Manage Personal Performance and Development (L/506/1788)
Communicate Verbally With Customers (D/506/2119)
Communicate With Customers in Writing (T/506/2126)
Deal With Incoming Telephone Calls From Customers (H/506/2154)
Make Telephone Calls to Customers (K/506/2155)
Promote Additional Products and/or Services to Customers (L/506/2133)
Process Information About Customers (R/506/2134)
Exceed Customer Expectations (Y/506/2135)
Deliver Customer Service Whilst Working on Customers' Premises (T/506/2143)
Carry Out Customer Service Handovers (T/506/2157)
Resolve Customer Service Problems (A/506/2158)
Deliver Customer Service to Challenging Customers (F/506/2159)
Develop Customer Relationships (Y/506/2149)
Support Customer Service Improvements (T/506/2160)
Support Customers Through Real-Time Online Customer Service (A/506/2161)
Use Social Media to Deliver Customer Service (J/506/2163)
Resolve Customers' Complaints (R/506/2151)
Gather, Analyse and Interpret Customer Feedback (D/506/2170 )
Support Customers Using Self-Service Equipment (H/506/2977)
Provide Post-Transaction Customer Service (K/506/2978)
Health and Safety Procedures in the Workplace (T/505/4673)
Manage Diary Systems (L/506/1807)
Provide Reception Services (H/506/1814)
Contribute to the Organisation of an Event (L/506/1869)
Buddy a Colleague to Develop Their Skills (M/506/1895)
Employee Rights and Responsibilities (L/506/1905)
Develop Working Relationships With Colleagues (R/506/1789)
Principles of Equality and Diversity in the Workplace (J/506/1806)
Processing Sales Orders (M/502/8587)
Meeting Customers' After Sales Needs (R/502/8601)
Handling Objections and Closing Sales (M/502/8606)
Deal With Incidents Through a Contact Centre (K/503/0421)
Carry Out Direct Sales Activities in a Contact Centre (L/503/0394)
Negotiate in a Business Environment (H/506/1912)
Bespoke Software (F/502/4396)