|
|
|
|
| |
Customer Service Level 4
|
To achieve this qualification, candidates must achieve:
2 mandatory units and
7 optional units
(9 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 5 units that can be brought from Level 3; all of these can be claimed towards a level 4 qualification.
To achieve this award you must achieve the following 2 Mandatory units
Unit 7: Understand customer service to improve service delivery
Unit 8: Know the rules to follow when developing customer service
You must achieve at least 1 unit from the following theme:
Theme: Impression and Image
Unit 18: Use customer service as a competitive tool
Unit 20: Champion customer service
You must achieve at least 1 unit from the following theme:
Theme: Delivery
Unit 27: Maintain and develop a healthy and safe customer service
environment
Unit 28: Plan, organise and control customer service operations
Unit 29: Evaluate the quality of customer service
Unit 30: Build and maintain effective customer relations
You must achieve at least 1 unit from the following theme:
Theme: Impression and Image
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 18: Use customer service as a competitive tool
Unit 19: Organise the promotion of services or products to customers
You must achieve at least 1 unit from the following theme:
Theme: Delivery
Unit 22: Deliver customer service on your customers' premises
Unit 23: Recognise diversity when delivering customer servic
Unit 24: Deliver customer service using service partnerships
Unit 25: Organise the delivery of reliable customer service
Unit 26: Improve the customer relationship
You must achieve at least 1 unit from the following theme:
Theme: Handling Problems
Unit 33: Apply risk assessment to customer service
Unit 35: Handle referred customer complaints
You must achieve at least 1 unit from the following theme:
Theme: Development and Improvement
Unit 42: Lead a team to improve customer service
Unit 44: Implement quality improvements to customer service
Unit 45: Plan and organise the development of customer service staff
Unit 46: Develop a customer service strategy for an area
Unit 47: Work as a member of a team to deliver seamless customer
service
Unit 48: Manage a customer service award programme
|
| |
|
|
| |
|
|
|
| |
|
