There are two mandatory units:
Communicate using customer service language, is all about the language, basic principles and skills needed to communicate effectively with customers and colleagues. You will be required to show how you fit into the customer service picture within your organisation and how your job contributes to good customer service.
Through real examples of your work with customers, you will show how you identify customers, describe and explain the services or products that meet their needs and demonstrate how you communicate with them using customer service language.
Follow the rules to deliver customer service, will involve demonstrating your understanding of all the rules that apply to customer service delivered by your organisation and how you apply them in your job. Through real examples of your work with customers you will show how you follow your organisations practices and procedures and that you know how to follow the rules to deliver customer service.
You will also choose from a range of optional units. These cover a variety of tasks and skills you may perform in your customer service role and are split into groups.
- Impression and image
- Handling problems
- Development and improvement.