| Optional units |
Credits |
GLH |
| Impression and Image |
|
|
| Adapt your behaviour to give a good customer service impression L1 |
5 |
33 |
| Maintain a positive and customer-friendly attitude L1 |
5 |
33 |
| Deal with incoming telephone calls from customers L2 |
5 |
33 |
| Process information about customers L2 |
5 |
33 |
| Make telephone calls to customers L2 |
6 |
40 |
| Give customers a positive impression of yourself and your organisation L2 |
5 |
33 |
| Live up to the customer service promise L2 |
6 |
40 |
| Go the extra mile in customer service L2 |
6 |
40 |
| Deal with customers face to face L2 |
5 |
33 |
| L2Make telephone calls to customers L2 |
6 |
40 |
| Communicate effectively with customers L2 |
5 |
33 |
| Make customer service personal L2 |
6 |
40 |
| Promote additional services or products to customers L2 |
5 |
33 |
| Delivery |
|
|
| Do your job in a customer friendly way L1 |
5 |
33 |
| Deliver reliable customer service L2 |
5 |
33 |
| Deliver customer service on your customer's premises L2 |
5 |
33 |
| Recognise diversity when delivering customer service L2 |
5 |
33 |
| Deal with customers across a language divide L2 |
8 |
53 |
| Use questioning techniques when delivering customer service L2 |
4 |
27 |
| Deal with customers using bespoke software L2 |
5 |
33 |
| Maintain customer service through effective handover L2 |
4 |
27 |
| Handling problems |
|
|
| Recognise and deal with customer queries, requests and problems L1 |
5 |
33 |
| Take details of customer service problems L1 |
4 |
27 |
| Resolve customer service problems L2 |
6 |
40 |
| Deliver customer service to difficult customers L2 |
6 |
40 |
