Diploma in Customer Service Level 2

Our Level 2 Diploma in Customer Service (RQF) is an accredited qualification on which you will learn about a range of different topics. Some of these are mandatory, whilst others are optional and can be based around your role and the duties that you perform in the workplace.

This level 2 will provide you with the knowledge and skills needed to be effective and confident in your customer service role, covering communication, resolving queries and meeting customers’ needs and providing effective customer service.

This is the stand-alone diploma, so no functional skills, end point assessment of off the job requirements

Your dedicated tutor will go through what would be most appropriate to learn the skills and knowledge to impact on how you support individual’s.

To achieve this qualification, you need to be working or volunteering in a customer service role.

The modules are a mix of theory and practical based, where the theory aspects are provided as a remote or face to face learning opportunity with assignments, workbooks and resources provided. The practical aspects will be observed in the workplace, and you will be supported by a specialist tutor.

Course Details

Qualification Name: Level 2 Diploma in Customer Service (RQF)
Accreditation: iCQ OfQual recognised qualification
OfQual Qualification Accreditation Number (QAN): 601/3689/3
Average time to completion: 6 to 12 months

Course Content

Module 1 (Mandatory)

Understand employer organisations

Understand organisational structures

  1. Explain the differences between the private sector, public sector and voluntary sector
  2. Explain the functions of different organisational structures
  3. Describe the features of different types of legal structures for organisations

Understand the organisational environment

  1. Describe the internal and external influences on organisations
  2. Explain the use of different models of analysis in understanding the organisational environment
  3. Explain why change in the business environment is important

Module 2 (Mandatory)

Deliver customer service

Understand customer service delivery

  1. Explain the relationship between customers’ needs and expectations and customer satisfaction
  2. Describe the features and benefits of an organisation’s products and/or services
  3. Explain the importance of treating customers as individuals
  4. Explain the importance of balancing promises made to customers with the needs of an organisation
  5. Explain when and to whom to escalate problems
  6. Describe methods of measuring their own effectiveness in the delivery of customer service

Understand the relationship between customer service and a brand

  1. Explain the importance of a brand to an organisation
  2. Explain how a brand affects an organisations customer service offer
  3. Explain the importance of using customer service language that supports a brand promise
  4. Identify their own role in ensuring that a brand promise is delivered

Be able to prepare to deal with customers

  1. Keep up to date with an organisation’s products and/or services
  2. Prepare resources that are necessary to deal with customers before starting work

Be able to provide customer service

  1. Maintain organisational standards of presentation and behaviour when providing customer service
  2. Adapt their own behaviour to meet customers’ needs or expectations
  3. Respond to customers’ requests in line with organisational guidelines
  4. Inform customers of the progress of their requests
  5. Confirm that customers’ expectations have been met in line with the service offer
  6. Adhere to organisational policies and procedures, legal and ethical requirements when providing customer service

Be able to support improvements to customer service delivery

  1. Identify ways that customer service could be improved for an organisation and individuals
  2. Share information and ideas with colleagues and/or service partners to support the improvement of service delivery

Module 3 (Mandatory)

Understand customers

Understand different types of customers

  1. Explain the distinctions between internal and external customers
  2. Explain how cultural factors can affect customers’ expectations
  3. Describe the characteristics of challenging customers
  4. Explain how to identify dissatisfied customers

Understand the value of customers and their loyalty

  1. Explain how the achievement of the customer service offer contributes to enhancing customer loyalty
  2. Explain the relationship between customer satisfaction and organisational performance
  3. Explain how the reputation and image of an organisation affects customers perceptions of its products and/or services
  4. Explain the potential consequences of customers dissatisfaction
  5. Describe different methods of attracting customers and retaining their loyalty

Module 4 (Mandatory)

Principles of customer service

  1. Explain the purpose and scope of customer service
  2. Define the term service offer
  3. Explain the value of a service offer to an organisation
  4. Explain the importance of delivering consistently high-quality customer service
  5. Explain the importance of keeping up to date with knowledge of competitors activities
  6. Explain barriers to providing effective customer service
  7. Describe the features of effective follow-up service

Understand how legal and ethical requirements relate to customer service

  1. Describe how sales and consumer-related legislation and regulations affect the delivery of customer service
  2. Describe how health, safety and environmental legislation affects customer service delivery
  3. Explain how ethical considerations affect customer service
  4. Explain how equality legislation affects customer service
  5. Describe how legislation affects the use and storage of customer information

Understand how to deliver effective customer service

  1. Explain the difference between customers wants, needs and their expectations
  2. Explain how to identify customers’ needs and expectations
  3. Explain the importance of managing customers’ expectations
  4. Explain how to behave in a way that meets customers’ expectations
  5. Describe techniques that can be used to put customers at ease and gain their trust
  6. Explain the importance of following up actions and keeping promises when delivering customer service

Understand the management of customer service information

  1. Explain how customer service information can be used
  2. Explain the importance of systems to manage customer service information
  3. Explain the uses of systems to manage customer service information
  4. Identify the features of an effective customer complaints process
  5. Describe the uses of a customer complaints process

Module 5 (Mandatory)

Manage personal performance and development

Be able to manage personal performance

  1. Agree specific, measurable, achievable, realistic and time-bound (SMART) objectives that align with business needs with line manager
  2. Agree criteria for measuring progress and achievement with line manager
  3. Complete tasks to agreed timescales and quality standards
  4. Report problems beyond their own level of competence and authority to the appropriate person
  5. Take action needed to resolve any problems with personal performance

Be able to manage their own time and workload

  1. Plan and manage workloads and priorities using time management tools and techniques
  2. Take action to minimise distractions that are likely to limit the effective management of time and the achievement of objectives
  3. Explain the benefits of achieving an acceptable work-life balance

Be able to identify their own development needs

  1. Identify organisational policies relating to personal development
  2. Explain the need to maintain a positive attitude to feedback on performance
  3. Explain the potential business benefits of personal development
  4. Identify their own preferred learning style(s)
  5. Identify their own development needs from analyses of the role, personal and team objectives
  6. Use feedback from others to identify their own development needs
  7. Agree specific, measurable, achievable, realistic and time-bound (SMART) development objectives that align with organisational and personal needs

Be able to fulfil a personal development plan

  1. Agree a personal development plan that specifies actions, methods, resources, timescales and review mechanisms
  2. Make use of formal development opportunities that are consistent with business needs
  3. Use informal learning opportunities that contribute to the achievement of personal development objectives
  4. Review progress against agreed objectives and amend plans accordingly
  5. Share lessons learned with others using agreed communication methods

Module 6 (Optional)

Communicate verbally with customers

Understand how to communicate verbally with customers

  1. Explain the importance of effective communication in customer service
  2. Explain how tone of voice, choice of expression and body language can affect the way customers perceive their experience
  3. Explain why customer service language is used
  4. Describe different questioning techniques that can be used when communicating with customers
  5. Describe verbal and non-verbal signals that show how a customer may be feeling
  6. Describe the types of information needed when communicating verbally with customers

Be able to use customer service language to communicate with customers

  1. Identify customers wants and priorities
  2. Listen actively to what customers are saying
  3. Communicate clearly, concisely and professionally with customers
  4. Use a tone of voice and expression that reinforces messages when communicating with customers
  5. Use language that reinforces empathy with customers
  6. Adapt their response in accordance with customers changing behaviour
  7. Provide information and advice that meets customers’ needs
  8. Maintain organisational standards of behaviour and communication when interacting with customers
  9. Check that customers have understood what has been communicated
  10. Adhere to organisational policies and procedures, legal and ethical requirements when communicating verbally with customers

Module 7 (Optional)

Resolve customer service problems

Understand the resolution of customer service problems

  1. Describe an organisations customer service and complaints procedures
  2. Describe techniques to identify customer service problems and their causes
  3. Describe techniques to deal with situations where customers become agitated or angry
  4. Explain the limits of their own authority for resolving customers problems and making promises
  5. Explain the purpose of encouraging customers to provide feedback
  6. Describe methods used to encourage customers to provide feedback

Be able to resolve customer service problems

  1. Identify the nature and cause of customer service problems
  2. Identify workable options for resolving problems within organisational guidelines
  3. Use the most appropriate method of communication for dealing with customers
  4. Agree with customers the option that best meets their needs and those of the organisation
  5. Keep customers informed of progress
  6. Fulfil promises made to customers during the resolution process
  7. Share customer feedback with others to improve the resolution of customer service problems
  8. Adhere to organisational policies and procedures, legal and ethical requirements when resolving customer service problems

Be able to manage unresolved customer service problems

  1. Explain to customers the reasons why problems cannot be resolved
  2. Refer customers to other sources of help if their problems cannot be resolved

Module 8 (Optional)

Gather, analyse and interpret customer feedback

Understand how to gather, analyse and interpret customer feedback

  1. Describe methods of collecting data for customer research
  2. Explain random sampling techniques used to collect data
  3. Explain how to evaluate bias in non-random samples
  4. Explain the principles of questionnaire design
  5. Assess the suitability of a range of techniques to analyse customer feedback
  6. Explain techniques used to monitor the quality of data collected
  7. Explain the use of software to record and analyse customer feedback
  8. Explain the validation issues associated with customer feedback
  9. Explain the importance of anonymising comments from customers who do not wish to be identified

Be able to plan the collection of customer feedback on customer service issues

  1. Identify the objectives of collecting customer feedback
  2. Justify the reasons for selecting different data collection methods
  3. Develop a data collection and analysis plan that specifies the sampling frame, data collection and recording methods and timeframe

Be able to gather customer feedback

  1. Collect customer feedback using the sampling frame identified in a customer service plan
  2. Record data in a way that makes analysis straightforward
  3. Verify that all data is handled in line with legal, organisational and ethical policies and procedures

Be able to analyse and interpret customer feedback to recommend improvements

  1. Use data analysis methods to identify patterns and trends in customer feedback
  2. Use the findings of a data analysis to identify areas for improvement to customer service
  3. Present the findings of an analysis in the agreed format
  4. Recommend improvements in response to the findings of an analysis

Module 9 (Optional)

Resolve customers complaints

Understand the monitoring and resolution of customers complaints

  1. Assess the suitability of a range of monitoring techniques for customers complaints
  2. Explain how to identify those complaints that should prompt a review of the service offer and service delivery
  3. Explain negotiating techniques used to resolve customers complaints
  4. Explain conflict management techniques used in dealing with upset customers
  5. Explain organisational procedures for dealing with customer complaints
  6. Explain when to escalate customers complaints
  7. Explain the cost and regulatory implications of admitting liability on the basis of a customer complaint
  8. Explain the advantages and limitations of offering compensation or replacement products and/or services

Be able to deal with customers complaints

  1. Confirm the nature, cause and implications of customers complaints
  2. Take personal responsibility for dealing with complaints
  3. Communicate in a way that recognises customers problems and understands their points of view
  4. Explain the advantages and limitations of different complaint response options to customers
  5. Explain the advantages and limitations of different complaint response options to the organisation
  6. Keep customers informed of progress
  7. Agree solutions with customers that address the complaint, and which are within the limits of their own authority
  8. Record the outcome of the handling of complaints for future reference
  9. Adhere to organisational policies and procedures, legal and ethical requirements when dealing with customers complaints

Module 10 (Optional)

Develop customer relationships

Understand how to develop customer relationships

  1. Describe the importance of developing relationships with customers
  2. Explain the value of customer loyalty and retention
  3. Explain how customers’ expectations may change over time
  4. Explain the use of customer feedback as a means of developing customer relationships
  5. Explain the limits of their own authority to make alternative service offers to customers
  6. Describe the use of Customer Relationship Management systems and processes to meet customers’ expectations
  7. Explain the importance of regular communication in the development of both internal and external customer relationships

Be able to develop relationships with customers

  1. Give help and information that meets or exceeds customers’ expectations
  2. Identify new ways of helping customers based on their feedback
  3. Share feedback from customers with others
  4. Identify added value that the organisation could offer customers
  5. Bring to customers attention products or services that may interest them

Module 11 (Optional)

Provide reception services

Understand reception services

  1. Explain the receptionist’s role in representing an organisation
  2. Explain an organisations structure and lines of communication
  3. Describe an organisations standards of presentation
  4. Explain the health, safety and security implications of visitors to a building
  5. Explain how to deal with challenging people

Be able to provide a reception service

  1. Welcome visitors in accordance with organisational standards
  2. Direct visitors to the person they are visiting in accordance with organisational standards
  3. Record visitors’ arrivals and departures in accordance with organisational procedures
  4. Provide advice and accurate information within organisational guidelines on confidentiality
  5. Keep the reception area tidy and materials up to date
  6. Answer and deal with telephone calls within organisational standards
  7. Adhere to organisational procedures on entry, security, health and safety

Module 12 (Optional)

Principles of equality and diversity in the workplace

Understand the implications of equality legislation

  1. Define the concept ‘equality and diversity’
  2. Describe the legal requirements for equality of opportunity
  3. Describe the role and powers of organisations responsible for equality
  4. Explain the benefits of equal opportunities and diversity
  5. Explain the potential consequences for an organisation of failing to comply with equality legislation

Understand organisational standards and expectations for equality and diversity and context in the workplace

  1. Explain how organisational policies on equality and diversity translate into day-to-day activity in the workplace
  2. Describe their own responsibilities for equality and diversity in the workplace
  3. Describe behaviours that support equality, diversity and inclusion in the workplace

Enrolment and Delivery

Please use our enquiry form or contact us by telephone if you have any queries about this qualification or would like to express an interest to enrol onto this course. A member of our team will be happy to answer any questions, help to make sure this course is right for you and/or your staff team, and talk you through what is involved in enrolment and course completion.

Upon enrolment, you will be assigned a personal tutor who will assist you through achieving successful and meaningful completion of your award. All of the electronic resources, workbooks and assignments required for you to complete the course will be emailed to you for you to commence working with at a time of your convenience. Your tutor will work with you to set targets and milestones that are achievable for you and will check in with you regularly, providing assistance whenever necessary.

On successful completion of your award, your assessor will coordinate with the awarding body for the issuance of your certificate, which will be promptly delivered to you.


Including Assignment, Workbook and Resources:

The full cost of this qualification is £850 per person which is duly invoiced at the point of enrolment.

Quality Assurance

This Level 2 Diploma in Customer Service is accredited to the Regulated Qualification Framework (RQF), the new framework for creating and accrediting qualifications in England, Wales and Northern Ireland. The Office of Qualifications and Examinations Regulation (OfQual) regulates this qualification, examinations and assessments in England.

Complete Training is an approved registered centre with the OFQUAL regulated awarding organisation ‘I Can Qualify‘ (iCQ). All our qualifications are subject to both internal and external quality assurance processes to ensure we meet all of the awarding body specifications. All course materials are developed to meet the specific outcomes that make up the full qualification.

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