Customer Service

Mandatory units

• Prepare yourself to deliver good customer service
• Provide customer service within the rules

Optional units

Candidates must also complete 5 of the following units (at least one from each theme), in addition to the mandatory units:

Theme: Impression and Image

• Give customers a positive impression of yourself and your organisation
• Promote additional services or products to customers
• Process customer service information
• Live up to the customer service promise
• Make customer service personal
• Go the extra mile in customer service
• Deal with customers in writing or using ICT
• Deal with customers face-to-face
• Deal with customers by telephone

Theme: Delivery

• Deliver reliable customer service
• Deliver customer service on your customers' premises
• Recognise diversity when delivering customer service

Theme: Handling Problems

• Recognise and deal with customer queries, requests and problems
• Resolve customer service problemsTheme: Development and Improvement
• Develop customer relationships
• Support customer service improvements
• Develop personal performance through delivering customer service

Mandatory units

• Understand Customer Service To Improve Service Delivery
• Know The Rules To Follow When Developing Customer Service

Optional units

Candidates must also complete 6 of the following units (at least one from each theme), in addition to the mandatory units:

Theme: Impression and Image

• Make Customer Service Personal
• Go The Extra Mile In Customer Service
• Deal With Customers In Writing Or Using ICT
• Use Customer Service As A Competitive Tool
• Organise The Promotion Of Services Or Products To Customers

Theme: Delivery

• Deliver Customer Service On Your Customers’ Premises
• Recognise Diversity When Delivering Customer Service
• Deliver Customer Service Using Service Partnerships
• Organise The Delivery Of Reliable Customer Service
• Improve Customer Relationship

Theme: Handling Problems

• Monitor And Solve Customer Service Problems
• Apply Risk Assessment To Customer Service
• Process Customer Service Complaints

Theme: Development and Improvement

• Work With Others To Improve Customer Service
• Promote Continuous Improvement In Customer Service
• Develop Your Own And Others’ Customer Service Skills
• Lead A Team To Improve Customer Service
• Gather, Analyse And Interpret Customer Feedback

Units Required For Customer Services MA

Candidates must achieve Four Additional Units from any VQ at level 2 or above is required e.g.

• Business & Administration Level 2
• IT User Level 2
• Core Skills Required for Customer Service MA
• Numeracy Intermediate 1
• Information Technology Intermediate 1