Customer Service – Optional Unit

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Customer Service – Optional Units

You will be able to select a maximum of 14 credits which can be taken from, Administration, Cleaning, customer service, management, Team Leading, sale of property, and residential letting and management.  These units can provide a taster of the full qualifications for staff who may be new to the role or looking to progress. The European Social Fund can also fund CPD Courses .

Level Unit number Unit Credits GLH
2 F/506/2131 Understand Customers 2 17
2 A/506/1964 Understand Employer Organisations 4 40
2 D/506/2119 Communicate Verbally with Customers 3 14
2 T/506/2126 Communicate with Customers in Writing 3 20
2 H/506/2154 Deal with Incoming Telephone Calls from Customers 3 16
2 K/506/2155 Make Telephone Calls to Customers 3 16
2 L/506/2133 Promote Additional Products and/or Services to Customers 2 14
2 R/506/2134 Process Information about Customers 3 14
2 Y/506/2135 Exceed Customer Expectations 3 15
2 T/506/2143 Deliver Customer Service Whilst Working on Customer’s Premises 4 20
2 T/506/2157 Carry out Customer Service Handovers 3 15
2 A/506/2158 Resolve Customer Service Problems 5 22
2 F/506/2159 Deliver Customer Service to Challenging Customers 3 16
2 Y/506/2149 Develop Customer Relationships 3 18
2 T/506/2160 Support Customer Service Improvements 3 12
2 A/506/2161 Support Customers through Real-time Online Customer Service 3 15
2 H/506/2977 Support Customers Using Self-service Equipment 3 18
2 J/506/2163 Use Social Media to Deliver Customer Service 3 18
2 K/506/2978 Provide Post-transaction Customer Service 5 22
2 L/506/1807 Manage Diary Systems 2 12
2 H/506/1814 Provide Reception Services 3 15
2 L/506/1869 Contribute to the Organisation of an Event 3 23
2 M/506/1895 Buddy a Colleague to Develop their Skills 3 19
2 J/506/1806 Principles of Equality and Diversity in the Workplace 2 10
2 M/502/8587 Processing Sales Orders 2 17
2 R/502/8601 Meeting Customers’ after Sales Needs 3 14
2 M/502/8606 Handling Objections and Closing Sales 3 22
2 K/503/0421 Deal with Incidents Through a Contact Centre 7 40
2 L/503/0394 Carry out Direct Sales Activities in a Contact Centre 5 15
2 F/502/4396 Bespoke Software 3 20
3 J/502/4397 Bespoke Software 4 30
3 L/506/2150 Organise and Deliver Customer Service 5 27
3 Y/506/2152 Understand the Customer Service Environment 5 40
3 J/506/2910 Understand Customers and Customers Retention 4 35
3 K/506/2169 Resolve Customers’ Problems 4 19
3 D/506/1942 Principles of Business 10 74
3 Y/506/2166 Develop Resources to Support Consistency of Customer Service Deliivery 5 21
3 D/506/2167 Use Service Partnerships to Deliver Customer Service 3 20
3 R/506/2151 Resolve Customers’ Complaints 4 22
3 D/506/2170 Gather, Analyse and Interpret Customer Feedback 5 24
3 K/506/2172 Monitor the Quality of Customer Service Interactions 5 27
4 D/506/2153 Champion Customer Service 4 17
4 R/506/2179 Build and Maintain Effective Customer Relations 6 25
4 L/506/2181 Manage a Customer Service Award Programme 4 15
4 Y/506/2183 Manage the use of Technology to Improve Customer Service 4 14
4 D/506/2962 Develop a Social Media Strategy for Customer Service 5 16
3 H/506/1912 Negotiate in a Business Environment 4 18
3 T/506/1820 Promote Equality, Diversity and Inclusion in the Workplace 3 15
3 A/506/1821 Manage Team Performance 4 21
3 J/506/1921 Manage Individuals’ Performance 4 20
3 M/506/1931 Collaborate with other Departments 3 14
3 F/502/8612 Negotiating, Handling Objections and Closing Sales 4 22
3 R/502/8615 Obtaining and Analysing Sales Related Information 4 24
3 K/502/8622 Buyer Behaviours in Sales Situations 3 27
3 K/503/0418 Manage Incidents Referred to a Contact Centre 6 30
3 D/503/0397 Lead Direct Sales Activities in a Contact Centre Team 4 8
2 L/506/1807 Manage Diary Systems 2 12
2 J/506/2132 Principles of customer service 4 34
2 A/506/2130 Deliver customer service 5 27
2 R/506/1789 Develop working relationships with colleagues 3 19
Level: N/A
Teacher: Workbased