Customer Service Level 2

To achieve this qualification, candidates must achieve: 2 mandatory units and 5 optional units (7 units in total). Including at least 1 unit from each theme Candidates can also understake additional units, although they are not required to complete the qualification. This qualification contains 3 units that can be brought from Level 1; all 3 units can be claimed towards a Level 2 qualification. This qualification contains 5 units that can be carried forward to Level 3; from these, a maximum of 3 units may be claimed towards a Level 3 qualification. You must achieve the 2 following Mandatary units: Unit 1: Prepare yourself to deliver good customer service Unit 5: Provide customer service within the rules You must achieve at least 1 unit from the following theme: Theme: Impression and ImagE Unit 9: Give customers a positive impression of yourself and your organisation Unit 10: Promote additional services or products to customers Unit 11: Process customer service information Unit 12: Live up to the customer service promise Unit 13: Make customer service personal Unit 14: Go the extra mile in customer service Unit 15: Deal with customers in writing or using ICT Unit 16: Deal with customers face to face Unit 17: Deal with customers by telephone You must achieve at least 1 unit from the following theme: Theme: Delivery Unit 21: Deliver reliable customer service Unit 22: Deliver customer service on your customers' premises Unit 23: Recognise diversity when delivering customer service You must achieve at least 1 unit from the following theme: Theme: Handling Problems Unit 6: Recognise and deal with customer queries, requests and problems Unit 31: Resolve customer service problems You must achieve at least 1 unit from the following theme: Theme: Development and Improvement Unit 36: Develop customer relationships Unit 37: Support customer service improvements Unit 38: Develop personal performance through delivering customer service

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