SVQ Level 2 Customer Service

Course description

Course Content This course consists of two mandatory units: Communicate using customer service language and Follow the Rules to deliver customer service. Five optional units can be chosen from an extensive list of units reflecting the wide range of customer service job roles. 5 optional Units - Minimum of one Unit from Group B - Minimum of one Unit from Group C - Minimum of one Unit from Group D - Minimum of one Unit from Group E - One further Unit must be selected from any of optional Groups B,C,D and E Optional Units B H9XJ 04 - Communicate effectively with customers H9XK 04 - Give customers a positive impression of yourself and your organisation H9XL 04 - Promote additional services or products to customers FE25 04 - Process information about customers H9XM 04 - Live up to the brand promise when delivering customer service H9XN 04 - Make customer service personal H9XP 04 - Go the extra mile in customer service H9XR 04 - Deal with customers face to face H9XT 04 - Deal with incoming telephone calls from customers H9XV 04 - Make telephone calls to customers H9Y0 04 - Deal with customers using a social media platform Optional Units C FE1V 04 - Deliver reliable customer service FE1W 04 - Deliver customer service on your customer's premises FE1X 04 - Recognise diversity when delivering customer service F943 04 - Deal with customers across a language divide H9Y1 04 - Use questioning techniques when delivering customer service H9Y2 04 - Deal with customers using bespoke software H9Y3 04 - Maintain customer service through effective handover H9Y9 04 - Deliver customer service in an environmentally friendly and sustainable way Optional Units D H9YD 04 - Resolve customer service problems H9YE 04 - Deliver customer service to challenging customers H9YF 04 - Monitor and solve customer service problems FE2F 04 - Apply risk assessment to customer service H9YG 04 - Process customer service complaints Optional Units E H9YJ 04 - Develop customer relationships FE2J 04 - Support customer service improvements FE2K 04 - Develop personal performance through delivering customer service H9YK 04 - Support customers using on-line customer services FE2M 04 - Buddy a colleague to develop their customer service skills H9YL 04 - Develop your own customer service skills through individual learning FE2P 04 - Support customers using self-service technology Method of Assessment Continuous assessment/e-portfolio. Future Prospects Possible progression to SVQ Level 3 Customer Service.