Customer Service Practitioners, Level 2 Diploma

Length of Delivery: 201 Hours
Qualification Body: City & Guilds 

Overview:

The qualification will develop the knowledge and skills for anyone who is involved in any customer focused role in any industry.

This qualification is available using a flexible blended learning approach with learning materials and resources available on our Moodle learning platform. A schedule of virtual sessions provides access to specialist tutors across a range of days and times. All of which is supported with face to face visits where you will be provided with the opportunity to demonstrate your skills for assessment which is produced by using work generated product evidence, professional discussion, expert witness testimonies and audio/video recordings. 

Summary of Unit Content:

  • Developing self to achieve targets and goals 
    Understand how to take ownership of personal performance and development by identifying your own role and responsibilities, target, and goals. Recognise how workloads can be managed and prioritised and how to obtain feedback on your own performance using self‐assessment techniques to set development needs within an agreed personal development plan that you will monitor, review, and update as required. 

This unit must be started at the beginning of the course with evidence being generated throughout until the end of your qualification. 

  • Recognition of regulations and legislation within own organisation
    Understand the use of regulations and legislation so you are able to identify and understand the use of a variety of regulations and legislation that applies to own company, in particular those relating to Health and Safety, Data Protection, social and digital media and use of systems, equipment and technology.
  • Recognition of regulations and legislation within own organisation 
    Understand the use of regulations and legislation so you are able to identify and understand the use of a variety of regulations and legislation that applies to own company, in particular those relating to Health and Safety, Data Protection, social and digital media and use of systems, equipment and technology.
  • Principles of business
    Develop an understanding of different types of organisations/companies, their brand values and policies and procedures that affect the customer service role. You will also explore types of measurement and evaluation tools that are used in organisations/companies to monitor customer service.
  • Contributing to a customer focused experience 
    Understand different types of customers, who your own customers are, what is meant by a customer focused experience and the importance of customer trust. Explore how to treat customers individually in a way that upholds organisational/ company core values and demonstrate how you work with others to frequently and consistently communicate in the interest of helping customers efficiently, whilst developing your own team working skills and understanding of good practice.
  • Providing customer service 
    Understand the products, services, policies and/or procedures in your own company so you can make initial customer contact identifying different needs and priorities of customers whilst responding to and managing their expectations. 
  • Managing customer expectations 
    Understand the needs, priorities, and expectations of customers and how to manage them. Develop the ability to make initial customer contact and handle customers positively and professionally, offering options which are mutually beneficial to the customer and the company/organisation. Explore potential conflict and challenges that could arise and how to deal with them, along with how and when to signpost for resolution to meet customer need and manage their expectations. This also includes the maintaining of accurate records of customer issues and the progress to resolution.
  • Customer service Principles  
    Understand external factors that influence companies/organisations, what is meant by the service offer and the supply chain. Explore the importance of the link between customer loyalty and company/ organisational reputation and different promotional methods used.

Level of Entry:

Complete a Maths & English Initial Assessment and a Skillscan prior to entry, with a recommended level of entry being Entry Level 3 to Level 1. 

Learning & Assessment:

  • The learner is required to create a Portfolio of Evidence
  • Blended learning, on-Line, virtual study sessions and face to face visits with their tutor/assessor. 

If you already have a Phoenix Training Moodle account you can simply login using your profile and account details. To create a new account and begin your enhanced skills journey, click on the link below and complete the short submission form.

FUNDING…
Funding available from West Midlands Combined Authority (WMCA) for West Midlands residents *Restrictions apply. Enquire for details to see if you are eligible.