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NCFE Level 2 Diploma in Customer Service
Ref:
601/3973/0
Sector:
Business, Administration and Law
Registration & certification fee:
£97.50
Level:
Level 2
Minimum entry age:
16
GLH:
247
TQT:
450
Credit value:
45
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This qualification is now withdrawn and we are no longer able to take learner registrations. The support materials for this qualification will not be updated.
Support materials
Mandatory qualification information
Qualification specification (PDF | 942 KB)
Qualification specification (Word) (DOCX | 450 KB)
Additional qualification information
Purpose statement (PDF | 98 KB)
Teaching/delivery guidance
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
Support Handbook (PDF | 327 KB)
Unit breakdown
Mandatory units
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)
Optional units
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)