The Level 2 Diploma in Customer Service is a qualification aimed at individuals who intend to develop and gain formal recognition of their knowledge, understanding and competence of working in customer service. The qualification is generic, so it is suitable for individuals working or with access to work in a variety of roles in which customer service is a major component.
In the mandatory units, all apprentices will cover the essentials of delivering customer service, understanding customers, employer organisations and managing personal performance and development. There are a range of optional units allowing apprentices scope to choose those areas most relevant to them, including but not limited to: verbal, telephone, written and real-time online communication with customers, processing customer information, exceeding expectations, resolving customer service problems and complaints, relationships, handovers, service improvements, negotiation, contact centres, buddying colleagues, social media, health and safety, employee rights and responsibilities, equality and diversity in the workplace, promoting products and services, self-service equipment, diary systems, events, analysing customer feedback, reception services, working on customers’ premises, software, processing sales orders, post-transaction customer service, after sales needs, handling objections and closing sales.
Most of the units are competence-based but there are also knowledge-based units.
Objectives of the qualification include: preparing apprentices to progress to a qualification in the same subject area but at a higher level or requiring more specific knowledge, skills and understanding; meeting relevant programmes of learning; preparing apprentices for employment and supporting a role in the workplace.
There are no formal entry requirements. However, apprentices should be able to work at level 1 or above or have equivalent work experience in the customer service area.
- Assessment is by portfolio, internally set and marked and externally quality assured. Holistic assessment is encouraged. Evidence for competence-based units in this qualification must demonstrate the learner’s consistent competence in the workplace.
- Knowledge-based units in this qualification will be assessed using methods appropriate to the assessment of knowledge and understanding.
- These can be assessed by a variety of methods including:
- Question and answer test
- Multiple choice questions
- Question and answer verbal
All required equipment will be provided in the workplace.