Customer Service Level 2, 3 and 4

Customer Service Level 2, 3 and 4

Customer Service Level 2, 3 and 4

Level 2

The Level 2 qualification will suit you if you have some experience in customer service and you can handle more difficult customers. You are looking to improve your own skills and become more involved in making improvements to your team’s level of customer service.
You complete two core units:

• Communicate using customer service language
• Follow the rules to deliver customer service.

You also take 20 credits’ worth of optional units. You choose at least one unit from each of these four groups:

• Impression and image group
• Delivery group
• Handling problems group
• Development and improvement group.

Level 3

On starting the level 3 qualification, you are able to respond to customer issues at an important level, suggesting improvements to customer service strategy and helping in their application.

You are required to complete two mandatory units, these are:

• Demonstrate understanding of customer service
• Demonstrate understanding of the rules that impact on improvements in customer service.

You also take 30 credits’ worth of optional units. You choose at least one unit from each of four groups:

• Impression and image group
• Delivery group
• Handling problems group
• Development and improvement group.

Level 4

The level 4 qualification is excellent if you are responsible for developing and enforcing customer-service strategies for your team, department or organisation. You’re looking to enhance the skills needed to manage and resolve challenging issues raised by customers.

You are required to complete two mandatory units these are:

• Demonstrate understanding of customer service management
• Follow organisational rules, legislation and external regulations when managing customer service.

You also take 47 credits’ worth of optional units. You choose at least one unit from each of four groups:

• Impression and image group
• Delivery group
• Handling problems group
• Development and improvement group.

Please contact us for more information about Customer Service.

Highfield

Highfield

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