To achieve the full qualification candidates must achieve a minimum of 45 credits in total.

This comprises of:

  • All of the mandatory units (19 credits)
  • A minimum of 3credits from Optional Group B
  • A minimum of 16credits from Optional Group C
  • A maximum of 7credits from Optional Group D
  • A minimum of 45 credits must be at Level 2 or above

Mandatory Units

  • Deliver Customer Service (5 credits)
  • Understand Customers (2 credits)
  • Principles of customer service (4 credits)
  • Understand employer organisations (4 credits)
  • Manage personal performance and development (4 credits)

Optional Units Group B

  • Communicate verbally with customers (3 credits)
  • Communicate with customers in writing (3 credits)

Optional Units Group C

  • Deal with incoming telephone calls from customers (3 credits)
  • Make telephone calls to customers (3 credits)
  • Promote additional products and/or services to customers (2 credits)
  • Process information about customers (3 credits)
  • Exceed customer expectations (3 credits)
  • Deliver customer service whilst working on customer’s premises (4 credits)
  • Carry out customer service handovers (3 credits)
  • Resolve customer service problems (5 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)
  • Resolve customers’ complaints (4 credits)

Optional Units Group D

  • Health and safety procedures in the workplace (2 credits)
  • 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)
  • Principles of equality and diversity in the workplace (2 credits)
  • Develop working relationships with colleagues (3 credits)
  • Processing sales orders (2 credits)
  • Meeting customers’ after sales needs (3 credits)
  • Handling objections and closing sales (3 credits)
  • Deal with incidents through a contact centre (7 credits)
  • Carry out direct sales activities in a contact centre (5 credits)
  • Bespoke Software (3 credits)
  •  Negotiate in a business environment (4 credits