To achieve the full qualification candidates must achieve a minimum of 55 credits in total.

This comprises of:

  • All of the mandatory units (31 credits)
  • A minimum of 15 credits from Optional Group B
  • A maximum of 9 credits from Optional Group C.
  • A minimum of 40 credits must be at Level 3 or above

Mandatory Units

  • Organise and deliver customer service (5 credits)
  • Understand the customer service environment (5 credits)
  • Understand customers and customer retention (4 credits)
  • Principles of business (10 credits)
  • Manage personal and professional development (3 credits)
  • Resolve customers’ problems (4 credits)

Optional Units Group B

  • Communicate verbally with customers (3 credits)
  • Communicate with customers in writing (3 credits)
  • Promote additional products and/or services to customers (2 credits)
  • Exceed customer expectations (3 credits)
  • Deliver customer service whilst working on customer’s premises (4 credits)
  • Deliver customer service to challenging customers (3 credits)
  • Develop customer relationships (3 credits)
  • Support customer service improvements (3 credits)
  • Support customers through real-time online customer service (3 credits)
  • Support customers using self-service equipment (3 credits)
  • Use social media to deliver customer service (3 credits)
  • Provide post transaction customer service (5 credits)
  • Gather, analyse and interpret customer feedback (5 credits)
  • Develop resources to support consistency of customer service delivery (5 credits)
  • Use service partnerships to deliver customer service (3 credits)
  • Resolve customers’ complaints (4 credits)
  • Monitor the quality of customer service interactions (5 credits)
  • Champion customer service (4 credits)
  • Build and maintain effective customer relations (6 credits)
  • Manage a customer service award programme (4 credits)
  • Manage the use of technology to improve customer service (4 credits)
  • Develop a social media strategy for customer service (5 credits)

Optional Units Group C

  • Manage diary systems (2 credits)
  • Provide reception services (3 credits)
  • Contribute to the organisation of an event (3 credits)
  • Buddy a colleague to develop their skills (3 credits)
  • Employee rights and responsibilities (2 credits)
  • Processing sales orders (2 credits)
  • Negotiate in a business environment (3 credits)
  • Promote equality, diversity and inclusion in the workplace (3 credits)
  • Manage team performance (4 credits)
  • Manage individuals’ performance (4 credits)
  • Collaborate with other departments (3 credits)
  • Negotiating, handling objections and closing sales (4 credits)
  • Obtaining and analysing sales related information (4 credits)
  • Buyer behaviours in sales situations (3 credits)
  • Manage incidents referred to a contact centre (6 credits)
  • Lead direct sales activities in a contact centre team (4 credits)