Active IQ Level 2 NVQ Certificate in Customer Care (QCF) هذه الدورة تدرس باللغة الإنجليزية

تفاصيل الدورة

This qualification recognises learners within a customer service environment. This qualification is based on the ICS National Occupational Standards at Level 2 and recognises occupational competence at this level. This qualification incorporates a choice of optional units which will enable learners to tailor the qualification to meet their needs.

Qualification structure and credit value

• The learner must achieve 8 credits from the Mandatory Units
• A further 20 credits must be achieved by completing a minimum of one unit from each Optional Group
• A minimum of 15 credits must be at Level 2 or above

Mandatory Units

All learners must successfully achieve 8 credits from the following mandatory units:

• Communicate using customer service language (F/601/1609) this unit is worth 4 credits
• Follow the rules to deliver customer service (L/601/1614) this unit is worth 4 credits

Optional Units

Learners must achieve a further 20 credits by completing a minimum of one unit from each of the following optional groups:

• Maintain a positive and customer-friendly attitude (R/601/1209) this unit is worth 5 credits
• Adapt your behaviour to give a good customer service impression (L/601/1211) this unit is worth 5 credits
• Communicate effectively with customers (R/601/1212) this unit is worth 5 credits
• Give customers a positive impression of yourself and your organization (L/601/0933) this unit is worth 5 credits
• Promote additional services or products to customers (D/601/0936) this unit is worth 6 credits
• Process information about customers (H/601/1215) this unit is worth 5 credits
• Live up to the customer service promise (M/60/1217) this unit is worth 6 credits
• Make customer service personal (T/601/1218) this unit is worth 6 credits
• Go the extra mile in customer service (M/601/1220) this unit is worth 6 credits
• Deal with customers face to face (T/601/1221) this unit is worth 5 credits
• Deal with incoming telephone calls from customers (F/601/1223) this unit is worth 5 credits
• Make telephone calls to customers (J/601/1224) this unit is worth 6 credits
• Deal with customers in writing or electronically (R/601/1226) this unit is worth 6 credits
• Use customer service as a competitive tool (D/601/1228) this unit is worth 8 credits
• Organise the promotion of additional services or products to customers (D/610/1231) this unit is worth 7 credits

Delivery

• Do your job in a customer-friendly way (A/601/1205) this unit is worth 5 credits
• Deliver reliable customer service (Y/601/1230) this unit is worth 6 credits
• Deliver customer service on your customer’s premises (Y/601/1213) this unit is worth 5 credits
• Recognise diversity when delivering customer service (K/601/1216) this unit is worth 5 credits
• Deal with customers across a language divide A/601/1219 this unit is worth 8 credits
• Use questioning techniques when delivering customer service (A/601/1222) this unit is worth 4 credits
• Deal with customers using bespoke software (L/601/1225) this unit is worth 5 credits
• Maintain customer service through effective hand over (Y/601/1227) this unit is worth 4 credits
• Deliver customer service using service partnerships (H/601/1229) this unit is worth 6 credits
• Organise the delivery of reliable customer service (Y/601/1230) this unit is worth 6 credits
• Improve the customer relationship (H/601/1232) this unit is worth 7 credits

Handling Problems

• Recognise and deal with customer queries, requests and problems (M/601/1508 this unit is worth 5 credits
• Take details of customer service problems (T/601/1509) this unit is worth 4 credits
• Resolve customer service problems (M/601/1511) this unit is worth 6 credits
• Deliver customer service to difficult customers (T/601/1512) this unit is worth 6 credits
• Monitor and solve customer service problems (J/601/1515) this unit is worth 6 credits
• Apply risk assessment to customer service (D/601/1519) this unit is worth 10 credits
• Process customer service complaints (D/601/1522) this unit is worth 6 credits

Development and Improvement

• Develop customer relationships (T/601/1526) this unit is worth 6 credits
• Support customer service improvements (A/601/1530) this unit is worth 5 credits
• Develop personal performance through delivering customer service (R/601/1534) this unit is worth 6 credits
• Support customers using on-line customer services (H/601/1540) this unit is worth 5 credits
• Buddy a colleague to develop their customer service skills (M/601/1542) this unit is worth 5 credits
• Develop your own customer service skills through self-study (R/601/1548) this unit is worth 6 credits
• Support customers using self-service technology (Y/601/1549) this unit is worth 5 credits
• Work with others to improve customer service (D/601/1553) this unit is worth 8 credits
• Promote continuous improvement (H/601/1554) this unit is worth 7 credits
• Develop your own and others’ customer service skill (K/601/1555) this unit is worth 8 credits
• Lead a team to improve customer service (H/601/1568) this unit is worth 7 credits
• Gather, analyse and interpret customer feedback (H/601/1571) this unit is worth 10 credits
• Monitor the quality of customer service transactions (T/601/1574) this unit is worth 7 credits

Assessment

• Portfolio of Evidence
• Practical Demonstration / Assignment
• Coursework