IPS International

Performance focused training and consultancy



[Site Search]
go

moodle 
IPS International Ltd

HOME
ABOUT IPS INTERNATIONAL
TRAINING COURSES
TRAINING CONSULTANCY
APPRENTICESHIPS
VOCATIONAL QUALIFICATIONS
ACCOUNTANCY
BUSINESS ADMINISTRATION
CONSTRUCTION AND MANUFACTURING
CUSTOMER SERVICE
Level 2 Diploma in Customer Service
Level 3 Diploma in Customer Service
ENGINEERING
HEALTH & SOCIAL CARE
INFORMATION TECHNOLOGY
MANAGEMENT
MOTOR VEHICLE
RECRUITMENT
SALES & TELESALES
FUNDED VOCATIONAL TRAINING
YOUR VIEWS - SURVEYS
WORKING FOR IPS
IPS NEWS
CONTACT US
LINKS
SITE MAP


IPS International Ltd.
Northbank House
Sir Thomas Longley Road
Medway City Estate
Rochester
Kent
ME2 4DU
Tel: 01634 298800


IPS International Ltd.
11a Lorne Road
Dover
Kent
CT16 2AA
Tel: 01304 228180

theoffice@ips-international.com

IPS International Ltd is registered in England number 3368622, with its registered office at the Rochester address above.
Level 2 Diploma in Customer Service
Level 2 Diploma in Customer Service
 
Qualification structure
To achieve a Level 2 Diploma in Customer Service, learners must complete a minimum of 45 credits:
 
  1. 19 credits from GROUP A MANDATORY UNITS
  2. A minimum of 3 credits from GROUP B OPTIONAL UNITS
  3. A minimum of 16 credits from GROUP C OPTIONAL UNITS
  4. A maximum of 7 credits from GROUP D OPTIONAL UNITS
A minimum of 35 credits must be achieved through the completion of units at Level 2 or above.

Group A: Mandatory Units
Credit
Level
Deliver customer service
5
2
Understand customers
2
2
Principles of customer service
Understand employer organisations
Manage personal performance and development
4
4
4
2
2
2
 
Group B: Optional Units
Credit
Level
Communicate verbally with customers
3
2
Communicate with customers in writing
3
2
 
 
 
Group C: Optional Units
Credit
Level
Deal with incoming telephone calls from customers
3
2
Make telephone calls to customers
3
2
Promote additional products and/or services to customers
2
2
Process information about customers
3
2
Exceed customer expectations
3
2
Deliver customer service whilst working on customer’s premises
4
2
Carry out customer service handovers
3
2
Resolve customer service problems
5
2
Deliver customer service to challenging customers
3
2
Support customer service improvements
3
2
Support customers through real-time online customer service
3
2
Support customers using self-service equipment
3
2
Use social media to deliver customer service
Provide post-transaction customer service
Resolve customers’ complaints
Gather, analyse and interpret customer feedback
3
5
4
5
2
2
3
3
 
Group D: Optional Units
Credit
Level
Health and safety procedures in the workplace
2
2
Manage diary systems
2
2
Provide reception services
3
2
Contribute to the organisation of an event
3
2
Buddy a colleague to develop their skills
3
2
Employee rights and responsibilities
2
2
Develop working relationships with colleagues
3
2
Principles of equality and diversity in the workplace
Processing sales orders
2
2
2
2
Meeting customers’ after sales needs
Handling objects and closing sales
Deal with incidents through a contact centre
Carry out direct sales activities in a contact centre
Negotiate in a business environment
Bespoke software
3
3
7
5
4
3
2
2
2
2
3
2
 
 


| HOME | LEGAL | TERMS & CONDITIONS | CONTACT US | IPS NEWS | SITE MAP |

PRIVACY POLICY © 2000-2017 IPS International Ltd. All rights reserved.