The purpose of this qualification is to provide learners with the underpinning knowledge that is required by employers to work in a range of different environments within a customer service role
his qualification creates a number of opportunities for progression, for example: Customer service, contact centres, business related and other undergraduate programmes/qualifications.
Wide range of customer service related roles such as Customer Relationship Manager, Customer Service Team Leader, Customer Service Supervisors/Manager, Senior Customer Service Adviser
There are no formal entry requirements to access this course; however, most learners progressing onto this qualification will have some prior experience in a customer service job role. Learners will need access to a PC/Laptop/Mac and internet access. You will also be required to be motivated and able to set aside time to complete your work.
As this is a vocational qualification there are no final exams for you to sit. You will be continually assessed using a variety of tasks intended to show and use the skillset that you have.
This course is delivered remotely utilising our materials and the use of zoom / teams / Skype, etc. All written work will be submitted and assesed via our portfolio system.
The duration of the course is approximately 279 hours TQT. This includes tutoring and individual learning; however, as we take into account your previous work and academic history this could be less.
The objective of this qualification is to develop and accredit your competence in a wide range of customer service duties. Skills and knowledge developed can be applied to a number of industries and job roles.
This qualification comprises of two mandatory units and an extensive choice of option units. You can work with LCP to find the best- fit from the optional units offered in the qualification to suit you and your career.
6 Credit unit at Level 3
Demonstrate an understanding of the organisational rules and procedures that impact on customer service improvements
Demonstrate an understanding of the legislation and external regulation that impact on customer service improvements
understand the rules that impact on improvements in customer service
6 Credit unit at Level 3
Follow their organisations accepted customer service language
Apply customer service principles in their customer service role
Understand the principles of customer service
Choose a minimum of 1 unit from each of the group B options shown below for a minimum combined credit value of 30:
6 Credit unit at Level 2
identify additional services or products that are available
inform customers about additional services or products
gain customer commitment to using additional services or products
understand how to promote additional services or products to customers
8 Credit unit at Level 3
organise customer service to gain a competitive advantage
deliver a competitive service
understand how to use customer service as a competitive tool
7 Credit unit at Level 3
offer additional services or products
organise support to promote use of additional services or products
monitor the promotion of additional services or products
understand how to organise and promote services or products to customers
5 Credit unit at Level 2
use communication systems effectively
establish rapport with customers who are calling
deal effectively with customer questions and requests
know how to deal with incoming telephone calls from customers
11 Credit unit at Level 4
review and monitor environmental and sustainability aspects of customer service
promote environmental and sustainable aspects of customer service in their organisation
understand how to make customer service environmentally friendly and sustainable
5 Credit unit at Level 2
6 Credit unit at Level 2
plan their calls effectively
use communication systems effectively
make focussed calls to their customer
know how to make telephone calls to customers
7 Credit unit at Level 3
input details of customer queries and requests and develop responses
use a customer service knowledge base
understand how to build a customer service knowledge set
5 Credit unit at Level 2
6 Credit unit at Level 2
understand and explain the customer service promise
produce customer satisfaction by delivering the customer service promise
know how to live up to the customer service promise
6 Credit unit at Level 2
5 Credit unit at Level 2
communicate effectively with customers
understand how to communicate effectively with customers
6 Credit unit at Level 3
6 Credit unit at Level 2
identify opportunities for making customer service personal
treat their customer as an individual
know and understand how to make customer service personal
5 Credit unit at Level 2
communicate effectively with their customer
improve the rapport with their customer through body language
understand how to deal with customers face to face
10 Credit unit at Level 4
promote the importance and benefits of customer service
provide advice and information on customer service issues
know how to champion customer service
8 Credit unit at Level 2
prepare to deal with customers with a different first language
deal with customers who speak a different first language from their own
know how to deal with customers across a language divide
4 Credit unit at Level 2
establish rapport and identify customer concerns
seek detailed information from customers using questioning techniques
understand how to use questioning techniques when delivering customer service
10 Credit unit at Level 4
8 Credit unit at Level 4
build effective working relationships with colleagues
build effective relationships with service partners
understand how to deliver seamless customer service with a team
6 Credit unit at Level 3
work effectively within a customer service chain
build and nurture positive relationships in a customer service chain
understand how to deliver customer service using service partnerships
7 Credit unit at Level 3
5 Credit unit at Level 2
prepare to deal with customers
give consistent service to customers
check customer service delivery
know how to deliver reliable customer service
8 Credit unit at Level 4
plan how to measure customer service
collect and analyse information on customer service
understand how to review the quality of customer service
5 Credit unit at Level 2
respect customers as individuals and promote equality in customer service
adapt customer service to recognise the different needs and expectations of diverse groups of customers
understand how to recognise diversity when delivering customer service
5 Credit unit at Level 2
prepare to deliver customer service using bespoke software
deliver customer service using bespoke software
understand how to deal with customers using bespoke software
8 Credit unit at Level 4
establish effective customer relations
maintain and develop effective customer relations
understand how to build and maintain customer relations
8 Credit unit at Level 4
assess the customer service environment for factors that affect health and safety
minimise risks to health and safety in the customer service environment
understand how to maintain a healthy, safe and effective working environment for customers and staff
5 Credit unit at Level 2
establish a rapport with their customer
combine customer service with their other skills and expertise
know how to deliver customer service on the customers premises
4 Credit unit at Level 2
agree joint responsibilities in a customer service team
check that customer service actions are seen through by working together with colleagues
understand how to maintain customer service through effective handover
6 Credit unit at Level 3
10 Credit unit at Level 3
analyse customer service processes for risk
assess customer service risks and take appropriate actions
understand how to apply risk assessment to customer service
6 Credit unit at Level 3
recognise the signs that a query or problem is about to produce a complaint
deal with a complaint effectively
understand how to process customer service complaints
6 Credit unit at Level 3
solve immediate customer service problems
identify repeated customer service problems and options for solving them
take action to avoid the repetition of customer service problems
understand how to monitor and solve customer service problems
10 Credit unit at Level 4
investigate referred customer complaints
take action to deal with referred customer complaints
identify repeated customer complaints and recommend changes to policies and procedures
understand how to handle referred customer complaints
6 Credit unit at Level 2
spot customer service problems
pick the best solution to resolve customer service problems
take action to resolve customer service problems
know how to resolve customer service problems
6 Credit unit at Level 2
recognise when customers may be difficult to deal with
deal with difficult customers
understand how to deliver customer service to difficult customers
5 Credit unit at Level 2
7 Credit unit at Level 4
plan a customer service award programme
implement and manage a customer service award programme
understand how to manage a customer service award programme
8 Credit unit at Level 3
5 Credit unit at Level 2
7 Credit unit at Level 3
7 Credit unit at Level 3
plan and organise the work of a team
provide support for team members
review performance of team members
understand how to lead a team to improve customer service
10 Credit unit at Level 3
plan to gather customer feedback
gather customer feedback
8 Credit unit at Level 3
7 Credit unit at Level 4
monitor performance in customer service operations
take management actions to improve performance in customer service operations
understand how to manage customer service performance
10 Credit unit at Level 4
9 Credit unit at Level 4
identify customer service staff development and training needs
organise customer service development and training
understand how to plan and organise the development of customer service staff
5 Credit unit at Level 2
11 Credit unit at Level 4
research and evaluate their organisations business and customer service strategy
help to identify current and future best practice in customer service
identify and recommend the key features of a customer service strategy
understand how to develop a customer service strategy for an area
6 Credit unit at Level 2
review performance in their customer service role
prepare a personal development plan and keep it up to date
undertake development activities and obtain feedback on their customer service performance
understand how to develop their personal performance through delivering customer service
6 Credit unit at Level 2
find ways to learn more about customer service and their job
use sources of self-development to extend their customer service skills and knowledge
know how to develop their own customer service skills through self-study
11 Credit unit at Level 4
6 Credit unit at Level 2
build their customers confidence that the service they give will be excellent
meet the expectations of their customers
develop the long-term relationship between their customer and their organisation
know how to develop customer relationships
7 Credit unit at Level 3
prepare to monitor the quality of customer service transactions
monitor the quality of customer service transactions
give feedback on the quality of customer service transactions
give feedback on the quality of customer service transactions
5 Credit unit at Level 2
identify the type of help needed by a customer using self-service technology
assist a customer using self-service technology
understand how to support customers using self-service technology
11 Credit unit at Level 4
