ProQual Level 2 Diploma in Customer Service Course in Islamabad || Registration Open

ProQual Level 2 Diploma in Customer Service Course in Islamabad || Registration Open

Registration Open= +92-3315999937, +92- 3215056755 (WhatsApp Only)

Introduction

The Level 2 Diploma in Customer Service qualification provides a nationally recognised

qualification for anyone working in a customer-facing role.

The awarding body for this qualification is ProQual Awarding Body and the regulatory body

is the Office of Qualifications and Examinations Regulation (Ofqual). The specification for

this qualification has been approved by the Welsh Government for use by centres in Wales

and by the Council for the Curriculum Examinations and Assessment (CCEA) for use by

centres in Northern Ireland.

The qualification has been accredited onto the Regulated Qualifications Framework (RQF)

and provides a progression route to higher level or discipline related qualifications.

Qualification Profile

Level 2 Diploma in Customer Service

Qualification title ProQual Level 2 Diploma in Customer Service

Ofqual qualification number 601/3576/1

Level 2

Total qualification time 450 hours

Guided learning hours 245

Assessment

Pass or fail

Internally assessed and verified by centre staff

External quality assurance by ProQual verifiers

Qualification start date 1/9/2014

Qualification end date

Entry Requirements

There are no formal entry requirements for this qualification.

Centres should carry out an initial assessment of candidate skills and knowledge to identify

any gaps and help plan the assessment.

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Level 2 Diploma in Customer Service

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Qualification Structure

Candidates must achieve 45 credits:

  • 19 credits from the Mandatory units in Group A, plus
  • a minimum of 3 credits from Optional Group B, plus
  • a minimum of 16 credits from Optional Group C
  • a maximum of 7 credits may be from Optional Group D

Group A Mandatory Units – complete all units

Unit Reference

Number Unit Title Unit

Level

Credit

Value

A/506/2130 Deliver customer service 2 5

F/506/2131 Understand customers 2 2

J/506/2132 Principles of customer service 2 4

A/506/1964 Understand employer organisations 2 4

L/506/1788 Manage personal performance and development 2 4

Group B Optional Units – a minimum of 3 credits

Unit Reference

Number Unit Title Unit

Level

Credit

Value

D/506/2119 Communicate verbally with customers 2 3

T/506/2126 Communicate with customers in writing 2 3

Group C Optional Units – a minimum of 16 credits

Unit Reference

Number Unit Title Unit

Level

Credit

Value

H/506/2154 Deal with incoming telephone calls from customers 2 3

K/506/2155 Make telephone calls to customers 2 3

L/506/2133 Promote additional products and/or services to customers 2 2

R/506/2134 Process information about customers 2 3

Y/506/2135 Exceed customer expectations 2 3

T/506/2143 Deliver customer service whilst working on customers’

premises 2 4

T/506/2157 Carry out customer service handovers 2 3

A/506/2158 Resolve customer service problems 2 5

F/506/2159 Deliver customer service to challenging customers 2 3

Y/506/2149 Develop customer relationships 2 3

T/506/2160 Support customer service improvements 2 3

A/506/2161 Support customers through real-time online customer service 2 3

J/506/2163 Use social media to deliver customer service 2 3

R/506/2151 Resolve customers’ complaints 3 4

D/506/2170 Gather, analyse and interpret customer feedback 3 5

H/506/2977 Support customers using self-service equipment 2 3

K/506/2978 Provide post-transaction customer service 2 5

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Group D Optional Units – a maximum of 7 credits

Unit Reference

Number Unit Title Unit

Level

Credit

Value

T/505/4673 Health and Safety Procedures in the Workplace 2 2

L/506/1807 Manage diary systems 2 2

H/506/1814 Provide reception services 2 3

L/506/1869 Contribute to the organisation of an event 2 3

M/506/1895 Buddy a colleague to develop their skills 2 3

L/506/1905 Employee rights and responsibilities 2 2

R/506/1789 Develop working relationships with colleagues 2 3

J/506/1806 Principles of equality and diversity in the workplace 2 2

M/502/8587 Processing sales orders 2 2

R/502/8601 Meeting customers after sales needs 2 3

M/502/8606 Handling objections and closing sales 2 3

K/503/0421 Deal with incidents through a contact centre 2 7

L/503/0394 Carry out direct sales activities in a contact centre 2 5

H/506/1912 Negotiate in a business environment 3 4

F/502/4396 Bespoke Software 2 3

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Centre Requirements

Centres must be approved to offer this qualification. If your centre is not approved please

complete and submit form ProQual Additional Qualification Approval Application.

Staff

Staff delivering this qualification must be appropriately qualified and/or occupationally

competent.

Assessors/Internal Quality Assurance

For each competence-based unit centres must be able to provide at least one assessor and

one internal quality assurance verifier who are suitably qualified for the specific

occupational area. Assessors and internal quality assurance verifiers for competence-based

units or qualifications will normally need to hold appropriate assessor or verifier

qualifications, such as:

  • Award in Assessing Competence in the Work Environment
  • Award in Assessing Vocationally Related Achievement
  • Certificate in Assessing Vocational Achievement
  • Award in the Internal Quality Assurance of Assessment Processes and Practices
  • Certificate in Leading the Internal Quality Assurance of Assessment Processes and

Practices

Support for Candidates

Materials produced by centres to support candidates should:

  • enable them to track their achievements as they progress through the learning

outcomes and assessment criteria;

  • provide information on where ProQual’s policies and procedures can be viewed;
  • provide a means of enabling Internal and External Quality Assurance staff to

authenticate evidence

Assessment

This suite of qualifications are competence-based, candidates must demonstrate the level of

competence described in the units. Assessment is the process of measuring a candidate’s

skill, knowledge and understanding against the standards set in the qualification.

The qualifications must be assessed by an appropriately experienced and qualified assessor.

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Each candidate is required to produce a portfolio of evidence which demonstrates their

achievement of all of the learning outcomes and assessment criteria for each unit.

Evidence can include: – observation report by assessor

– assignments/projects/reports

– professional discussion

– witness testimony

– candidate product

– worksheets

– record of oral and written questioning

– Recognition of Prior Learning

Learning outcomes set out what a candidate is expected to know, understand or be able to

do.

Assessment criteria specify the standard a candidate must meet to show the learning

outcome has been achieved.

Learning outcomes and assessment criteria can be found from page 9 in this document.

Internal Quality Assurance

An internal quality assurance verifier confirms that assessment decisions made in centres

are made by competent and qualified assessors, that they are the result of sound and fair

assessment practice and that they are recorded accurately and appropriately.

Adjustments to Assessment

Adjustments to standard assessment arrangements are made on the individual needs of

candidates. ProQual’s Reasonable Adjustments Policy and Special Consideration Policy sets

out the steps to follow when implementing reasonable adjustments and special

considerations and the service that ProQual provides for some of these arrangements.

Centres should contact ProQual for further information or queries about the contents of the

policy.

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Results Enquiries and Appeals

All enquiries relating to assessment or other decisions should be dealt with by centres, with

reference to ProQual’s Enquiries and Appeals Procedures.

Certification

Candidates who achieve the required credits for qualifications will be awarded:

  • A certificate listing all units achieved with their related credit value, and
  • A certificate giving the full qualification title –

ProQual Level 2 Diploma in Customer Service

Claiming certificates

Centres may claim certificates for candidates who have been registered with ProQual and

who have successfully achieved the required number of credits for a qualification. All

certificates will be issued to the centre for successful candidates.

Unit certificates

If a candidate does not achieve all of the units/credits required for a qualification, the centre

may claim a unit certificate for the candidate which will list all of the units/credits achieved.

Replacement certificates

If a replacement certificate is required a request must be made to ProQual in writing.

Replacement certificates are labelled as such and are only provided when the claim has

been authenticated. Refer to the Fee Schedule for details of charges for replacement

certificates.

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Learning Outcomes and Assessment Criteria

Unit A/506/2130

Deliver customer service

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Understand customer service

delivery

1.1 Explain the relationship between customers’ needs and

expectations and customer satisfaction

1.2 Describe the features and benefits of an organisation’s

products and/or services

1.3 Explain the importance of treating customers as

individuals

1.4 Explain the importance of balancing promises made to

customers with the needs of an organisation

1.5 Explain when and to whom to escalate problems

1.6 Describe methods of measuring their own effectiveness

in the delivery of customer service

2 Understand the relationship

between customer service and a

brand

2.1 Explain the importance of a brand to an organisation

2.2 Explain how a brand affects an organisation’s customer

service offer

2.3 Explain the importance of using customer service

language that supports a brand promise

2.4 Identify their own role in ensuring that a brand promise

is delivered

3 Be able to prepare to deal with

customers

3.1 Keep up to date with an organisation’s products and/or

services

3.2 Prepare resources that are necessary to deal with

customers before starting work

4 Be able to provide customer service 4.1 Maintain organisational standards of presentation and

behaviour when providing customer service

4.2 Adapt their own behaviour to meet customers’ needs or

expectations

4.3 Respond to customers’ requests in line with

organisational guidelines

4.4 Inform customers of the progress of their requests

4.5 Confirm that customers’ expectations have been met in

line with the service offer

4.6 Adhere to organisational policies and procedures, legal

and ethical requirements when providing customer

service

5 Be able to support improvements to

customer service delivery

5.1 Identify ways that customer service could be improved

for an organisation and individuals

5.2 Share information and ideas with colleagues and/or

service partners to support the improvement of service

delivery

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Unit F/506/2131

Understand customers

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand different types of

customers

1.1 Explain the distinctions between internal and external

customers

1.2 Explain how cultural factors can affect customers’

expectations

1.3 Describe the characteristics of challenging customers

1.4 Explain how to identify dissatisfied customers

2 Understand the value of

customers and their loyalty

2.1 Explain how the achievement of the customer service offer

contributes to enhancing customer loyalty

2.2 Explain the relationship between customer satisfaction and

organisational performance

2.3 Explain how the reputation and image of an organisation

affects customers’ perceptions of its products and/or services

2.4 Explain the potential consequences of customers’

dissatisfaction

2.5 Describe different methods of attracting customers and

retaining their loyalty

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Unit J/506/2132

Principles of customer service

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Understand customer service 1.1 Explain the purpose and scope of customer service

1.2 Define the term “service offer”

1.3 Explain the value of a “service offer” to an

organisation

1.4 Explain the importance of delivering consistently high

quality customer service

1.5 Explain the importance of keeping up to date with

knowledge of competitors’ activities

1.6 Explain barriers to providing effective customer

service

1.7 Describe the features of effective follow-up service

2 Understand how legal and ethical

requirements relate to customer

service

2.1 Describe how sales and consumer-related legislation

and regulations affect the delivery of customer

service

2.2 Describe how health, safety and environmental

legislation affects customer service delivery

2.3 Explain how ethical considerations affect customer

service

2.4 Explain how equality legislation affects customer

service

2.5 Describe how legislation affects the use and storage

of customer information

3 Understand how to deliver effective

customer service

3.1 Explain the difference between customers’ wants,

needs and their expectations

3.2 Explain how to identify customers’ needs and

expectations

3.3 Explain the importance of managing customers’

expectations

3.4 Explain how to behave in a way that meets

customers’ expectations

3.5 Describe techniques that can be used to put

customers at ease and gain their trust

3.6 Explain the importance of following up actions and

keeping promises when delivering customer service

4 Understand the management of

customer service information

4.1 Explain how customer service information can be

used

4.2 Explain the importance of systems to manage

customer service information

4.3 Explain the uses of systems to manage customer

service information

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Learning Outcome – The learner will: Assessment Criterion – The learner can:

4.4 Identify the features of an effective customer

complaints process

4.5 Describe the uses of a customer complaints process

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Unit A/506/1964

Understand employer organisations

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand organisational

structures

1.1 Explain the differences between the private sector, public

sector and voluntary sector

1.2 Explain the functions of different organisational structures

1.3 Describe the features of different types of legal structures for

organisations

2 Understand the organisational

environment

2.1 Describe the internal and external influences on

organisations

2.2 Explain the use of different models of analysis in

understanding the organisational environment

2.3 Explain why change in the business environment is important

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Level 2 Diploma in Customer Service

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Unit L/506/1788

Manage personal performance and development

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Be able to manage

personal performance

1.1 Agree specific, measurable, achievable, realistic and time-bound

(SMART) objectives that align with business needs with line

manager

1.2 Agree criteria for measuring progress and achievement with line

manager

1.3 Complete tasks to agreed timescales and quality standards

1.4 Report problems beyond their own level of competence and

authority to the appropriate person

1.5 Take action needed to resolve any problems with personal

performance

2 Be able to manage their

own time and workload

2.1 Plan and manage workloads and priorities using time

management tools and techniques

2.2 Take action to minimise distractions that are likely to limit the

effective management of time and the achievement of objectives

2.3 Explain the benefits of achieving an acceptable “work-life

balance”

3 Be able to identify their

own development needs

3.1 Identify organisational policies relating to personal development

3.2 Explain the need to maintain a positive attitude to feedback on

performance

3.3 Explain the potential business benefits of personal development

3.4 Identify their own preferred learning style(s)

3.5 Identify their own development needs from analyses of the role,

personal and team objectives

3.6 Use feedback from others to identify their own development

needs

3.7 Agree specific, measurable, achievable, realistic and time-bound

(SMART) development objectives that align with organisational

and personal needs

4 Be able to fulfil a personal

development plan

4.1 Agree a personal development plan that specifies actions,

methods, resources, timescales and review mechanisms

4.2 Make use of formal development opportunities that are

consistent with business needs

4.3 Use informal learning opportunities that contribute to the

achievement of personal development objectives

4.4 Review progress against agreed objectives and amend plans

accordingly

4.5 Share lessons learned with others using agreed communication

methods

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Level 2 Diploma in Customer Service

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Unit D/506/2119

Communicate verbally with customers

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Understand how to communicate

verbally with customers

1.1 Explain the importance of effective communication in

customer service

1.2 Explain how tone of voice, choice of expression and

body language can affect the way customers perceive

their experience

1.3 Explain why “customer service language” is used

1.4 Describe different questioning techniques that can be

used when communicating with customers

1.5 Describe verbal and non-verbal signals that show how a

customer may be feeling

1.6 Describe the types of information needed when

communicating verbally with customers

2 Be able to use customer service

language to communicate with

customers

2.1 Identify customers’ wants and priorities

2.2 Listen “actively” to what customers are saying

2.3 Communicate clearly, concisely and professionally with

customers

2.4 Use a tone of voice and expression that reinforces

messages when communicating with customers

2.5 Use language that reinforces empathy with customers

2.6 Adapt their response in accordance with customers’

changing behaviour

2.7 Provide information and advice that meets customers’

needs

2.8 Maintain organisational standards of behaviour and

communication when interacting with customers

2.9 Check that customers have understood what has been

communicated

2.10 Adhere to organisational policies and procedures, legal

and ethical requirements when communicating verbally

with customers

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Level 2 Diploma in Customer Service

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Unit T/506/2126

Communicate with customers in writing

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand how to

communicate with customers in

writing

1.1 Explain why it is necessary to use different forms of written

communication for different purposes

1.2 Describe practices for producing different forms of written

communications

1.3 Describe the potential benefits and limitations associated

with communicating with customers in writing

1.4 Explain the implications of confidentiality and data

protection in communicating with customers in writing

2 Be able to plan written

communications to customers

2.1 Identify the objective(s) of the communication

2.2 Gather the information needed to draft the communication

2.3 Select the form of written communication that is most likely

to lead to customer satisfaction within the service offer

3 Be able to communicate with

customers in writing

3.1 Produce communications that recognise customers’ points

of view in accordance with organisational standards, styles

and tone

3.2 Use language that is clear and concise, adapting it to meet

identified customer needs

3.3 Record decisions and actions taken and the reasons for

them

3.4 Adhere to organisational policies and procedures, legal and

ethical requirements when communicating with customers

in writing

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Level 2 Diploma in Customer Service

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Unit H/506/2154

Deal with incoming telephone calls from customers

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Understand how to deal with

incoming customer calls

1.1 Explain why an organisation should have guidance on

dealing with telephone calls

1.2 Explain why an organisation should have an identity

checking process

1.3 Explain the importance of keeping customer

information up to date

1.4 Explain the importance of keeping customers informed

of the progress of their call

1.5 Describe how body language and facial expressions can

be detected over the telephone

1.6 Describe different questioning techniques used when

dealing with incoming calls

1.7 Explain how to handle abusive calls

2 Be able to establish the purpose of

incoming customer calls

2.1 Verify the identity of callers in line with organisational

guidelines

2.2 Speak clearly, concisely and politely using speech and

tone to create a rapport

2.3 Adapt their own communication style to meet

customers’ needs

2.4 Listen actively to what customers are saying to collect

as much information as possible

2.5 Use questioning techniques that are appropriate to the

conversation

2.6 Record information in line with organisational

guidelines

3 Be able to deal with customer

questions and requests

3.1 Respond in a way that best meets customer and

organisational requirements

3.2 Give clear and concise information that meets

customers’ needs

3.3 Manage the length of the conversation

3.4 Confirm that the customer is satisfied with the

outcomes of the conversation

3.5 Complete agreed post-call follow up actions

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Level 2 Diploma in Customer Service

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Unit K/506/2155

Make telephone calls to customers

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand how to make

telephone calls to customers

1.1 Explain the legislation and regulations relating to the use of

customer information when planning to make calls

1.2 Explain the importance of keeping customer information up

to date

1.3 Explain the reasons for organisational guidance on dealing

with telephone calls

1.4 Explain the reasons for organisational identity checking

processes

1.5 Explain how body language and facial expressions can be

detected over the telephone

1.6 Describe different questioning techniques when dealing with

customers

1.7 Explain organisational guidelines for what can and cannot be

said or promised

1.8 Explain how to handle abusive calls from customers

2 Be able to plan telephone calls

to customers

2.1 Identify the objective(s) of calls

2.2 Prepare the information needed to make calls

2.3 Plan the structure of calls

2.4 Identify customers’ likely responses and how they can be

dealt with

3 Be able to make telephone

calls to customers

3.1 Use telecommunications equipment in accordance with

organisational standards

3.2 Confirm the identity of customers in line with organisational

guidelines

3.3 Make the customer aware of the purpose of the call as early

as possible

3.4 Speak clearly, concisely and politely, using speech and tone to

create rapport

3.5 Adapt their own communication style to meet customers’

needs

3.6 Listen actively to what customers are saying to collect as

much information as possible

3.7 Give clear and concise information that meets customers’

needs

3.8 Record information in line with organisational guidelines

3.9 Complete agreed follow up actions after closing the

telephone call

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Level 2 Diploma in Customer Service

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Unit L/506/2133

Promote additional products and/or services to customers

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Understand the promotion of

additional products and/or services

to customers

1.1 Describe organisational policies and procedures on the

promotion of additional products and/or services

1.2 Explain the importance of keeping product/service

knowledge up to date

1.3 Explain how to match products and/or services to

customer needs

1.4 Describe techniques to promote additional products

and/or services

2 Be able to promote additional

products and/or services to

customers

2.1 Identify opportunities to promote additional products

and/or services that are likely to improve the customer

experience

2.2 Promote the benefits of additional products and/or

services that are likely to be of interest to customers

2.3 Provide information to customers that will help them to

decide whether to select additional products and/or

services

2.4 Adhere to organisational policies and procedures, legal

and ethical requirements when promoting products

and/or services

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Level 2 Diploma in Customer Service

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Unit R/506/2134

Process information about customers

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Understand how to process

customer information

1.1 Describe the functions of customer information systems

1.2 Explain the way in which legislation and regulatory

requirements affect the processing of customer information

1.3 Explain different responsibilities and levels of authority for

processing customer service information

1.4 Explain the reliability of sources of customer information

1.5 Explain the validity of customer information

2 Be able to process customer

information

2.1 Record information about customers in line with organisational

standards and procedures

2.2 Keep customer information up to date

2.3 Respond to requests for customer information from authorised

people in a timely manner

2.4 Retrieve customer information that meets the requirements of

the request

2.5 Supply customer information in a format appropriate for the

recipient

2.6 Adhere to organisational policies and procedures, legal and

ethical requirements when processing customer information

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Level 2 Diploma in Customer Service

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Unit Y/506/2135

Exceed customer expectations

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Understand how to exceed

customer expectations

1.1 Explain how customers form expectations of the service they

will receive

1.2 Explain legislation, organisational policies and procedures that

can limit or vary the service offer

1.3 Explain the types of actions that customers are likely to

perceive as adding value

1.4 Explain how to recognise when actions taken to offer added

value could be built into the service offer

2 Be able to exceed customer

expectations

2.1 Identify differences between customers’ expectations and

needs and the service offer

2.2 Explain the service offer clearly and concisely to customers

2.3 Identify options that offer added value without affecting other

customers adversely

2.4 Make offers to customers within their own authority levels

2.5 Take action to ensure that customers are aware that offers

made to them have added value and exceed the service offer

2.6 Record agreements made and actions taken

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Level 2 Diploma in Customer Service

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Unit T/506/2143

Deliver customer service whilst working on customers’ premises

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Understand how to deliver customer

service whilst working on customers’

premises

1.1 Describe the preparations that need to be made prior

to a visit

1.2 Explain the importance of being positive about the

product and/or service

1.3 Explain organisational standards of presentation,

behaviour and communication

1.4 Explain the purpose of advising customers why work

cannot be carried out that has not been previously

agreed

1.5 Explain how to identify possible risks relating to the

work to be carried out

1.6 Explain the way in which legislation affects the work

to be carried out

2 Be able to deliver customer service

whilst working on customers’ premises

2.1 Identify themselves to customers

2.2 Take action to ensure that customers know when,

why and for how long work will be carried out on

their premises

2.3 Confirm with customers the nature of work to be

carried out on their premises

2.4 Keep customers informed of progress, delays,

variations to work to be carried out and follow up

needed

2.5 Treat customers, their premises and property with

consideration

2.6 Confirm that the customer is satisfied with the

outcome

2.7 Maintain their own personal safety and security and

that of customers whilst on customers’ premises

ProQual, November 2017

Level 2 Diploma in Customer Service

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Unit T/506/2157

Carry out customer service handovers

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Understand the customer

service handover process

1.1 Explain an organisation’s customer service handover

procedures

1.2 Explain why it is appropriate to pass responsibility for

completing particular customer service actions to colleagues

1.3 Explain why, when and how to set reminders to follow up on

actions handed over to others

1.4 Explain levels of their own responsibility in the customer

service handover process

2 Be able to plan customer

service handovers

2.1 Identify the steps in the customer service delivery process that

rely on exchanges of information among team members

2.2 Agree with colleagues when to pass customer service issues

from one person to another

2.3 Agree methods of information exchange

3 Be able to carry out customer

service handovers

3.1 Explain to customers to whom and why a handover is being

made

3.2 Exchange information with colleagues in line with

organisational procedures

3.3 Check that actions required by others following handovers

have been completed

3.4 Identify further actions when the activities required by others

have not been completed

3.5 Share feedback with colleagues to make improvements to

handover processes

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Level 2 Diploma in Customer Service

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Unit A/506/2158

Resolve customer service problems

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand the resolution of

customer service problems

1.1 Describe an organisation’s customer service and complaints

procedures

1.2 Describe techniques to identify customer service problems

and their causes

1.3 Describe techniques to deal with situations where customers

become agitated or angry

1.4 Explain the limits of their own authority for resolving

customers’ problems and making promises

1.5 Explain the purpose of encouraging customers to provide

feedback

1.6 Describe methods used to encourage customers to provide

feedback

2 Be able to resolve customer

service problems

2.1 Identify the nature and cause of customer service problems

2.2 Identify workable options for resolving problems within

organisational guidelines

2.3 Use the most appropriate method of communication for

dealing with customers

2.4 Agree with customers the option that best meets their needs

and those of the organisation

2.5 Keep customers informed of progress

2.6 Fulfil promises made to customers during the resolution

process

2.7 Share customer feedback with others to improve the

resolution of customer service problems

2.8 Adhere to organisational policies and procedures, legal and

ethical requirements when resolving customer service

problems

3 Be able to manage unresolved

customer service problems

3.1 Explain to customers the reasons why problems cannot be

resolved

3.2 Refer customers to other sources of help if their problems

cannot be resolved

ProQual, November 2017

Level 2 Diploma in Customer Service

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Unit F/506/2159

Deliver customer service to challenging customers

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Understand the delivery of

customer service to challenging

customers

1.1 Describe different types of challenging customers in the

customer service environment

1.2 Explain an organisation’s procedures and standards of

behaviour for dealing with challenging customers

1.3 Explain behaviours that make it challenging to deal with

customers

1.4 Explain the difference between assertive and aggressive

behaviour

1.5 Describe techniques to deal with customers’ challenging

behaviour

1.6 Explain their own levels of authority for agreeing actions

outside the service offer

1.7 Explain why it is important that colleagues are informed

when challenging customers re-open or escalate matters

2 Be able to deal with challenging

customers

2.1 Identify the signs that indicate that a customer is

challenging

2.2 Express understanding of customers’ point of view

without admitting liability

2.3 Explain to customers the limits of the service they can

offer

2.4 Explain to customers the reasons for an organisation’s

position and policy

2.5 Agree a way forward that balances customer satisfaction

and organisational needs

2.6 Obtain help from colleagues when options for action are

beyond their level of authority

2.7 Adhere to organisational policies and procedures, legal

and ethical requirements when dealing with challenging

customers

ProQual, November 2017

Level 2 Diploma in Customer Service

26

Unit Y/506/2149

Develop customer relationships

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Understand how to develop

customer relationships

1.1 Describe the importance of developing relationships with

customers

1.2 Explain the value of customer loyalty and retention

1.3 Explain how customers’ expectations may change over time

1.4 Explain the use of customer feedback as a means of developing

customer relationships

1.5 Explain the limits of their own authority to make alternative

service offers to customers

1.6 Describe the use of Customer Relationship Management

systems and processes to meet customers’ expectations

1.7 Explain the importance of regular communication in the

development of both internal and external customer

relationships

2 Be able to develop

relationships with customers

2.1 Give help and information that meets or exceeds customers’

expectations

2.2 Identify new ways of helping customers based on their

feedback

2.3 Share feedback from customers with others

2.4 Identify added value that the organisation could offer

customers

2.5 Bring to customers’ attention products or services that may

interest them

ProQual, November 2017

Level 2 Diploma in Customer Service

27

Unit T/506/2160

Support customer service improvements

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Understand how to support customer

service improvements

1.1 Describe different sources of information that may

help identify ways of improving customer service

1.2 Describe the constraints on suggesting

improvements to customer service

1.3 Explain the limits of their own authority in

implementing improvements

2 Be able to identify the potential for

improvements to customer service

2.1 Use information from a range of sources to

understand the customer experience

2.2 Identify potential areas where customer service

could be improved from an analysis of information

2.3 Make recommendations for improvement that are

based on evidence from analysed information

3 Be able to support the implementation

of improvements to customer service

3.1 Implement agreed improvements within the limits

of their own authority

3.2 Inform customers of improvements to customer

service

3.3 Identify the impact of improvements to customer

service and feedback to relevant people

ProQual, November 2017

Level 2 Diploma in Customer Service

28

Unit A/506/2161

Support customers through real-time online customer service

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand how to support

customers through real-time

online customer service

1.1 Explain how an organisation’s online customer service

system works

1.2 Explain how to navigate their own customer service site

1.3 Describe the questioning techniques that may be used

when supporting customers through real-time on-line

customer services

1.4 Explain how to adapt their own communication style to

meet customers’ ability to use online systems

2 Be able to establish the customer

service support needed by

customers

2.1 Identify customers’ familiarity with the site

2.2 Identify the difficulties faced by customers when

navigating websites

2.3 Identify the support for customers that will meet their

needs

3 Be able to support online

customer service in real-time

3.1 Step through screen sequences while the customer

operates the system

3.2 Communicate with customers in terms they can

understand

3.3 Inform customers of what is happening and why certain

steps are required

3.4 Adhere to organisational policies and procedures, legal

and ethical requirements when supporting customers

through on-line customer service

ProQual, November 2017

Level 2 Diploma in Customer Service

29

Unit J/506/2163

Use social media to deliver customer service

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Understand social media in a

business environment

1.1 Explain how different social media platforms can be used for

customer service

1.2 Describe different audience groups for a range of social media

platforms

1.3 Explain the importance of monitoring customer posts in social

media networks

1.4 Explain organisational policy and guidelines for the use of social

media for customer service purposes

1.5 Explain the etiquette of communication within different social

media platforms

1.6 Explain the importance of security settings and how they are

used on different social media platforms

1.7 Identify the information that can be shared when colleagues

are involved in exchanges using social media

2 Be able to deal with

customers using social media

2.1 Monitor social media to identify customer questions, requests

and comments

2.2 Make responses that are appropriate to posts made by

customers on social media networks

2.3 Take action to ensure that customers are satisfied before

closing dialogue

2.4 Adhere to organisational policies and procedures, legal and

ethical requirements when dealing with customers using social

media

ProQual, November 2017

Level 2 Diploma in Customer Service

30

Unit R/506/2151

Resolve customers’ complaints

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand the monitoring and

resolution of customers’

complaints

1.1 Assess the suitability of a range of monitoring techniques

for customers’ complaints

1.2 Explain how to identify those complaints that should

prompt a review of the service offer and service delivery

1.3 Explain negotiating techniques used to resolve customers’

complaints

1.4 Explain conflict management techniques used in dealing

with upset customers

1.5 Explain organisational procedures for dealing with

customer complaints

1.6 Explain when to escalate customers’ complaints

1.7 Explain the cost and regulatory implications of admitting

liability on the basis of a customer complaint

1.8 Explain the advantages and limitations of offering

compensation or replacement products and/or services

2 Be able to deal with customers’

complaints

2.1 Confirm the nature, cause and implications of customers’

complaints

2.2 Take personal responsibility for dealing with complaints

2.3 Communicate in a way that recognises customers’

problems and understands their points of view

2.4 Explain the advantages and limitations of different

complaint response options to customers

2.5 Explain the advantages and limitations of different

complaint response options to the organisation

2.6 Keep customers informed of progress

2.7 Agree solutions with customers that address the

complaint and which are within the limits of their own

authority

2.8 Record the outcome of the handling of complaints for

future reference

2.9 Adhere to organisational policies and procedures, legal

and ethical requirements when dealing with customers’

complaints

ProQual, November 2017

Level 2 Diploma in Customer Service

31

Unit D/506/2170

Gather, analyse and interpret customer feedback

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Understand how to gather, analyse

and interpret customer feedback

1.1 Describe methods of collecting data for customer

research

1.2 Explain random sampling techniques used to collect

data

1.3 Explain how to evaluate bias in non-random samples

1.4 Explain the principles of questionnaire design

1.5 Assess the suitability of a range of techniques to

analyse customer feedback

1.6 Explain techniques used to monitor the quality of data

collected

1.7 Explain the use of software to record and analyse

customer feedback

1.8 Explain the validation issues associated with customer

feedback

1.9 Explain the importance of anonymising comments from

customers who do not wish to be identified

2 Be able to plan the collection of

customer feedback on customer

service issues

2.1 Identify the objectives of collecting customer feedback

2.2 Justify the reasons for selecting different data

collection methods

2.3 Develop a data collection and analysis plan that

specifies the sampling frame, data collection and

recording methods and timeframe

3 Be able to gather customer feedback 3.1 Collect customer feedback using the sampling frame

identified in a customer service plan

3.2 Record data in a way that makes analysis

straightforward

3.3 Verify that all data is handled in line with legal,

organisational and ethical policies and procedures

4 Be able to analyse and interpret

customer feedback to recommend

improvements

4.1 Use data analysis methods to identify patterns and

trends in customer feedback

4.2 Use the findings of a data analysis to identify areas for

improvement to customer service

4.3 Present the findings of an analysis in the agreed format

4.4 Recommend improvements in response to the findings

of an analysis

ProQual, November 2017

Level 2 Diploma in Customer Service

32

Unit H/506/2977

Support customers using self-service equipment

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Understand how to support customers

using self-service equipment

1.1 Explain how the self-service equipment works

1.2 Describe problems that are commonly encountered

by customers when using self-service equipment

1.3 Explain demonstration techniques to use when

supporting customers using self-service equipment

1.4 Explain organisational procedures for the use of

equipment and fault reporting

2 Be able to identify the help needed by

customers using self-service equipment

2.1 Identify signs that show when a customer is having

difficulty with the self-service equipment

2.2 Identify a style and level of intervention that meets

customers’ needs

3 Be able to help customers to use selfservice equipment

3.1 Maintain a professional, polite and approachable

manner while monitoring customers’ use of

equipment

3.2 Use staff override functions to enable self-service

equipment to be used by customers

3.3 Explain to customers how to use the equipment and

complete the transaction

3.4 Report equipment-related errors and issues to the

right person

ProQual, November 2017

Level 2 Diploma in Customer Service

33

Unit K/506/2978

Provide post-transaction customer service

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand post-transaction

customer service

1.1 Explain organisational policies and procedures for posttransaction customer service

1.2 Explain the purposes and range of post-transaction activities

1.3 Explain the implications of sales contracts, guarantees and

warranties to post-transaction customer service

1.4 Explain how legislation and regulation affect customers’

rights

1.5 Explain the advantages and disadvantages of posttransaction customer service programmes

2 Be able to provide posttransaction customer service

2.1 Implement a programme of planned post-transaction

interventions in line with organisational guidelines

2.2 Use unplanned opportunities post-transaction to provide

customer service

2.3 Identify reasons for contacting customers post-transaction

2.4 Confirm customers’ levels of satisfaction post-transaction

2.5 Make recommendations to decision makers to enhance

customer satisfaction

2.6 Present a professional and helpful image

ProQual, November 2017

Level 2 Diploma in Customer Service

34

Unit T/505/4673

Health and Safety Procedures in the Workplace

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Know health and safety procedures

in the workplace.

1.1 Define the main responsibilities for health and safety in

the workplace of the following:

  1. a) employers
  2. b) employees

1.2 Describe two health and safety laws affecting the

workplace.

1.3 Define the importance of following health and safety

procedures in the workplace.

1.4 Define the types of information or support available in

relation to a specified aspect of health and safety in the

workplace.

2 Be able to carry out tasks with

regard to health and safety in the

workplace.

2.1 Carry out a risk assessment of a specified workplace

activity.

2.2 Use equipment or tools safely in the workplace.

2.3 Describe how to prevent accidents in the workplace.

2.4 Assess how own health and safety practices could be

improved.

ProQual, November 2017

Level 2 Diploma in Customer Service

35

Unit L/506/1807

Manage diary systems

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand the management of

diary systems

1.1 Explain the importance of keeping diary systems up to

date

1.2 Describe the basis on which bookings and changes are

prioritised

1.3 Explain any constraints relating to making bookings for

people or facilities

1.4 Describe the types of problems that can occur when

managing diaries

2 Be able to manage diary systems 2.1 Obtain the information needed to make diary entries

2.2 Make accurate and timely diary entries

2.3 Respond to changes in a way that balances and meets the

needs of those involved

2.4 Communicate up-to-date information to everyone

involved

2.5 Keep diaries up-to-date

2.6 Maintain the requirements of confidentiality

ProQual, November 2017

Level 2 Diploma in Customer Service

36

Unit H/506/1814

Provide reception services

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Understand reception

services

1.1 Explain the receptionist’s role in representing an organisation

1.2 Explain an organisation’s structure and lines of communication

1.3 Describe an organisation’s standards of presentation

1.4 Explain the health, safety and security implications of visitors to

a building

1.5 Explain how to deal with challenging people

2 Be able to provide a

reception service

2.1 Welcome visitors in accordance with organisational standards

2.2 Direct visitors to the person they are visiting in accordance with

organisational standards

2.3 Record visitors’ arrivals and departures in accordance with

organisational procedures

2.4 Provide advice and accurate information within organisational

guidelines on confidentiality

2.5 Keep the reception area tidy and materials up-to-date

2.6 Answer and deal with telephone calls within organisational

standards

2.7 Adhere to organisational procedures on entry, security, health

and safety

ProQual, November 2017

Level 2 Diploma in Customer Service

37

Unit L/506/1869

Contribute to the organisation of an event

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Understand event

organisation

1.1 Explain the roles, responsibilities and accountabilities of

individuals involved in the event

1.2 Explain the purpose and features of different types of events

1.3 Describe the type of resources needed for different types of

events

1.4 Describe the different needs attendees may have and how to

meet these

1.5 Explain the requirements of health, safety and security when

organising events

1.6 Describe the types of problems that may occur during events and

how to deal with them

2 Be able to carry out preevent actions

2.1 Identify venue requirements for an event

2.2 Obtain resources within the agreed timescales

2.3 Distribute pre-event documentation to delegates in accordance

with the event plan

2.4 Co-ordinate attendee responses within the agreed timescale

2.5 Identify any special requirements of event attendees

3 Be able to set up an event 3.1 Set up layout and resources in accordance with the event plan

3.2 Confirm that all identified resources are in place and meet

requirements

3.3 Behave in a way that maintains organisational values and

standards

4 Be able to carry out postevent actions

4.1 Ensure the venue is restored to the required conditions in

accordance with the terms of the contract

4.2 Carry out follow-up actions in accordance with the event plan

and agreements made at the event

ProQual, November 2017

Level 2 Diploma in Customer Service

38

Unit M/506/1895

Buddy a colleague to develop their skills

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand how to buddy a

colleague

1.1 Describe what is expected of a buddy

1.2 Explain techniques to give positive feedback and constructive

criticism

1.3 Explain techniques to establish rapport with a buddy

2 Be able to plan to buddy a

colleague

2.1 Agree which aspects of a colleague’s work may benefit from

buddying

2.2 Confirm organisational requirements for standards of

behaviour, presentation, communication and performance

of a buddy colleague

2.3 Agree a schedule of meetings that minimise disruption to

business

2.4 Agree specific, measurable, achievable, realistic and timebound (SMART) buddying objectives

3 Be able to support a buddy

colleague carrying out work

activities

3.1 Remain unobtrusive while a buddy colleague carries out their

work activities

3.2 Provide examples of how to carry out tasks correctly

3.3 Identify instances of good practice and areas for

improvement through observation

3.4 Praise a buddy colleague on well completed tasks

3.5 Give constructive feedback on ways in which a buddy could

improve performance

3.6 Offer a buddy hints and tips based on personal experience

ProQual, November 2017

Level 2 Diploma in Customer Service

39

Unit L/506/1905

Employee rights and responsibilities

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Understand the role of organisations

and industries

1.1 Explain the role of their own occupation within an

organisation and industry

1.2 Describe career pathways within their organisation and

industry

1.3 Identify sources of information and advice on an

industry, occupation, training and career pathway

1.4 Describe an organisation’s principles of conduct and

codes of practice

1.5 Explain issues of public concern that affect an

organisation and industry

1.6 Describe the types, roles and responsibilities of

representative bodies and their relevance to their own

role

2 Understand employers’ expectations

and employees’ rights and obligations

2.1 Describe the employer and employee statutory rights

and responsibilities that affect their own role

2.2 Describe an employer’s expectations for employees’

standards of personal presentation, punctuality and

behaviour

2.3 Describe the procedures and documentation that

protect relationships with employees

2.4 Identify sources of information and advice on

employment rights and responsibilities

ProQual, November 2017

Level 2 Diploma in Customer Service

40

Unit R/506/1789

Develop a working relationship with colleagues

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Understand the principles of

effective team working

1.1 Outline the benefits of effective team working

1.2 Describe how to give feedback constructively

1.3 Explain conflict management techniques that may be

used to resolve team conflicts

1.4 Explain the importance of giving team members the

opportunity to discuss work progress and any issues

arising

1.5 Explain the importance of warning colleagues of

problems and changes that may affect them

2 Be able to maintain effective

working relationships with

colleagues

2.1 Recognise the contribution of colleagues to the

achievement of team objectives

2.2 Treat colleagues with respect, fairness and courtesy

2.3 Fulfil agreements made with colleagues

2.4 Provide support and constructive feedback to colleagues

3 Be able to collaborate with

colleagues to resolve problems

3.1 Take others’ viewpoints into account when making

decisions

3.2 Take ownership of problems within own level of

authority

3.3 Take action to minimise disruption to business activities

within their own level of authority

3.4 Resolve problems within their own level of authority and

agreed contribution

ProQual, November 2017

Level 2 Diploma in Customer Service

41

Unit J/506/1806

Principles of equality and diversity in the workplace

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Understand the implications of equality

legislation

1.1 Define the concept ‘equality and diversity’

1.2 Describe the legal requirements for equality of

opportunity

1.3 Describe the role and powers of organisations

responsible for equality

1.4 Explain the benefits of equal opportunities and

diversity

1.5 Explain the potential consequences for an

organisation of failing to comply with equality

legislation

2 Understand organisational standards and

expectations for equality and diversity and

context in the workplace

2.1 Explain how organisational policies on equality

and diversity translate into day to day activity

in the workplace

2.2 Describe their own responsibilities for equality

and diversity in the workplace

2.3 Describe behaviours that support equality,

diversity and inclusion in the workplace

ProQual, November 2017

Level 2 Diploma in Customer Service

42

Unit M/502/8587

Processing sales orders

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand how to process and

follow up sales orders

1.1 Explain the importance of sales order processing

1.2 Describe organisational processes for ordering products

and/or services

1.3 Describe different sources of information used to check

customer credit

1.4 Describe the different payment methods accepted by sales

orientated organisations

1.5 Explain the role of the despatch function

1.6 Describe service standards relating to sales order

completion

1.7 Explain the importance of storing information securely

2 Be able to process sales orders 2.1 Identify customer sales order requirements

2.2 Check that the credit status of the customer meets

organisational standards

2.3 Confirm the availability of products and/or services to the

customer

2.4 Ensure that information given to the customer about

delivery, timing and price is accurate

2.5 Ensure that the sale is authorised following the

organisation’s procedures

2.6 Finalise the transaction in accordance with organisational

procedures

2.7 Ensure that the customer is aware of the terms and

conditions of sale

2.8 Ensure that the customer’s requirements are communicated

to those responsible for fulfilling sales orders

2.9 Identify who to go to when in need of support with sales

order processing problems

3 Be able to follow up sales order

processing

3.1 Keep the customer informed of the sales order progress and

any problems with the sale order

3.2 Advise the customer of current discounts and special offers

3.3 Check all information is stored securely

ProQual, November 2017

Level 2 Diploma in Customer Service

43

Unit R/502/8601

Meeting customers’ after sales needs

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Be able to investigate

customer after sales needs

1.1 Establish the nature of customers’ after sales needs

1.2 Communicate with customers in a way that conforms with

quality and customer service standards at all times

2 Be able to handle customers’

after sales needs

2.1 Deal with customers’ after sales needs following organisational

customer service standards and procedures

2.2 Balance customers’ needs with those of the organisation

2.3 Explain when to refer to someone in authority if the problem

cannot be resolved within the limits of own authority

2.4 Fulfil commitments made to customers in accordance with

quality and customer service standards

2.5 Record commitments made to customers

3 Be able to review the after

sales process

3.1 Obtain customers’ comments on service reliability from

customers

3.2 Analyse and report the findings to the relevant person in the

organisation

3.3 Make recommendations for improvements to after sales service

provision in the light of customer feedback

ProQual, November 2017

Level 2 Diploma in Customer Service

44

Unit M/502/8606

Handling objections and closing sales

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Understand how to handle

sales objections

1.1 Explain the difference between standard and non-standard sales

objections

1.2 Explain how to clarify objections and identify potential sales

opportunities from them

1.3 Describe how to use questioning techniques to explore and

resolve customer issues

1.4 Explain how to empathise with and reassure the customer

1.5 Explain the difference between hypothetical and real objections

1.6 Explain how knowledge of products and services can be used to

answer objections

1.7 Explain how competitor activity may affect the potential sale

1.8 Describe how industry/sector pricing structures may have an

impact on sales objections

1.9 Explain the scope of authority and responsibility when dealing

with objections

1.10 State who to go to when in need of support to overcome

objections

2 Understand how to close

the sale

2.1 Explain how to identify verbal and non-verbal buying signals as

signs of whether to move towards closing the sale

2.2 Explain how to perform a trial close

2.3 Explain how to identify further potential add-on, up-selling or

cross-selling opportunities prior to closing the sale

2.4 Explain potential barriers to closing the sale

2.5 Explain a range of ways to close the sale

3 Be able to handle

objections

3.1 Clarify the nature and extent of objections

3.2 Explain to the customer the concessions available within the

scope of authority

3.3 Follow organisational procedures for dealing with objections

3.4 Promote the benefits of products and/or services to overcome

objections

3.5 Use testimonials to overcome objections

3.6 Refer to those in authority when dealing with objections outside

the scope of own authority

4 Be able to close the sale 4.1 Perform a trial close and ask for the order when objections have

been met

4.2 Make use of add-on, up-selling or cross-selling opportunities

4.3 Follow organisational procedures for accepting confirmation of

an order

ProQual, November 2017

Level 2 Diploma in Customer Service

45

Unit K/503/0421

Deal with incidents through a contact centre

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Be able to deal with incidents through a

contact centre

1.1 Respond to incoming calls in a calm and

professional manner

1.2 Maintain control of the conversation

1.3 Record the contact and information in an incident

log in accordance with organisational procedures

1.4 Assess and prioritise reported incidents in

accordance with organisational procedures

1.5 Pass accurate and concise contact information to

those responsible for taking action in accordance

with organisational procedures

1.6 Provide information, advice and support in

response to requests in accordance with

organisational procedures

1.7 Escalate incident responses in accordance with

organisational procedures

2 Be able to use contact centre

communications systems to deploy

incident management resources

2.1 Communicate with external organisations in

accordance with organisational procedures

2.2 Use the most efficient means (voice or data

options) to communicate with those dealing with

the incident

2.3 Use agreed conventions of wording, style and

approach appropriate for different communication

media

3 Understand how to deal with incidents in

a contact centre

3.1 Describe the incident management services offered

by the contact centre

3.2 Describe the impact of regulation or legislation on

incident management

3.3 Describe the purpose and use of decision trees

3.4 Describe how to determine the appropriate

allocation of resources to incidents

3.5 Describe the boundaries of a contact incident that

justify actions being escalated to different levels of

response

3.6 Describe the nature and limits of instructions and

advice that can be passed on to a contact reporting

an incident

3.7 Describe standard wording and codes used by the

organisation when dealing with incident

management

3.8 Describe the type and extent of resources available

for deployment in incident management

ProQual, November 2017

Level 2 Diploma in Customer Service

46

Unit L/503/0394

Carry out direct sales activities in a contact centre

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Be able to gather information

needed for direct sales activities

in a contact centre

1.1 Assemble information about products and/or

services that support direct sales

1.2 Obtain from customers sufficient information to

support direct sales activities

1.3 Create sales opportunities by making links

between information provided by customers and

products and/or services

1.4 Find potential new customers for products and/or

services

2 Be able to carry out direct sales to

customers through a contact

centre

2.1 Establish customers’ identity in accordance with

organisational procedures

2.2 Check customers’ wishes and needs

2.3 Identify possible matches with products and/or

services from information provided by customers

2.4 Explain to customers the features and benefits of

products and/or services for sale

2.5 Adapt their sales approach and style to meet

customer preferences

2.6 Maximise opportunities for cross-selling and upselling

2.7 Complete the authorisation or payment in

accordance with organisational procedures

3 Be able to keep direct sales

records within a contact centre

3.1 Identify the information about customers,

products and/or services that should be recorded

during the sales process

3.2 Record customer, product and/or service

information in accordance with organisational

procedures

4 Be able to comply with

regulations and legislation during

direct sales in a contact centre

4.1 Identify the regulatory requirements that have an

impact on direct sales activities through a contact

centre

4.2 Ensure compliance with regulations during direct

selling through a contact centre

5 Understand how to conduct sales

activities in a contact centre

5.1 Describe the features and benefits of the products

and/or services offered or supported by the

contact centre

ProQual, November 2017

Level 2 Diploma in Customer Service

47

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

5.2 Describe the organisational policies and

procedures for direct sales through a contact

centre

5.3 Describe the organisational requirements and

regulation or legislation that have an impact on

direct sales activities

5.4 Describe the common objections and questions

raised by customers during direct selling

5.5 Explain how to identify cross-selling and up-selling

opportunities

5.6 Describe different methods of researching

potential new customers

5.7 Explain how to retrieve information from

organisational sales records

5.8 Describe the organisational procedures for

ensuring compliance with relevant regulation and

legislation that have an impact on direct selling

ProQual, November 2017

Level 2 Diploma in Customer Service

48

Unit H/506/1912

Negotiate in a business environment

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Understand the principles

underpinning negotiation

1.1 Describe the requirements of a negotiation strategy

1.2 Explain the use of different negotiation techniques

1.3 Explain how research on the other party can be used in

negotiations

1.4 Explain how cultural differences might affect negotiations

2 Be able to prepare for

business negotiations

2.1 Identify the purpose, scope and objectives of the negotiation

2.2 Explain the scope of their own authority for negotiating

2.3 Prepare a negotiating strategy

2.4 Prepare fall-back stances and compromises that align with the

negotiating strategy and priorities

2.5 Assess the likely objectives and negotiation stances of the

other party

2.6 Research the strengths and weaknesses of the other party

3 Be able to carry out business

negotiations

3.1 Carry out negotiations within responsibility limits in a way that

optimises opportunities

3.2 Adapt the conduct of the negotiation in accordance with

changing circumstances

3.3 Maintain accurate records of negotiations, outcomes and

agreements made

3.4 Adhere to organisational policies and procedures, and legal

and ethical requirements when carrying out business

negotiations

ProQual, November 2017

Level 2 Diploma in Customer Service

49

Unit F/502/4396

Bespoke Software

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Input and combine information

using bespoke applications

1.1 Input relevant information accurately so that it is ready

for processing

1.2 Select and use appropriate techniques to link and

combine information of different forms or from different

sources within the software

1.3 Respond appropriately to data entry error messages

2 Use appropriate structures to

organise and retrieve information

efficiently

2.1 Describe what functions to apply to structure and layout

information effectively

2.2 Select and use appropriate structures and/or layouts to

organise information

2.3 Apply local and/or legal guidelines and conventions for

the storage and use of data where available

3 Use the functions of the software

effectively to process and present

information

3.1 Select and use appropriate tools and techniques to edit,

process and format information

3.2 Check information meets needs, using IT tools and

making corrections as necessary

3.3 Select and use appropriate methods to present

information

 

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