It’s your attitude not your aptitude

that determines your altitude

Certificate in Customer Service (Level 2 award)

This Certificate is aimed at people who can demonstrate how they support others within their team or organisation and in the development of excellent customer service.

Impression and Image

• Communicate effectively with customers
• Give customers a positive impression of yourself and your organisation

Delivery

• Recognise diversity when delivering customer service
• Improve the customer relationship

Handling problems

• Resolve customer service problems
• Deliver customer service to difficult customers

Development and Improvement

• Develop customer relationships
• Support customer service improvements

Diploma in Customer Service (Level 3 Award)

This Diploma is aimed at people already employed in a customer service role, who can demonstrate their understanding of customer service as a competitive tool and are proactive in finding solutions both within and externally to their organisation.

Demonstrate understanding of customer service

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

Impression and Image

• Communicate effectively with customers
• Live up to the customer service promise
• Make customer service environmentally friendly and sustainable

Delivery

• Deliver reliable customer service
• Maintain and develop a healthy and safe customer service environment
• Plan, organise and control customer service operations

Handling problems

• Resolve customer service problems
• Process customer service complaints
• Handle referred customer complaints

Development and Improvement

• Support customer service improvements
• Develop a customer service strategy for a part of an organisation
• Manage customer service performance

 

Advanced Diploma in Customer Service (Level 4 Award)

This Advanced Diploma is aimed at people already employed in a customer service role who can demonstrate the development and implementation of customer service strategies at an operational level, ensuring effective practices and processes are in place to improve customer service across a team, department or organisation.

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