Duration : Approximately 6-8 months
At Tell our approach to the delivery of Scottish Vocational Qualifications (SVQs) is to consult with you, the employer, to ensure that the Personal Training and Development programme suits your business needs and helps to provide you with the competitive edge you need to support your business growth.
The SVQ at Level 2 in Customer Service is accredited against the National Standards by City and Guilds.
To achieve this SVQ at level 2, candidates are required to complete 7 units. The 2 mandatory units detailed overleaf, and 5 optional units chosen from the attached summary list. At least one of the optional units should be taken from each of the four themes. Candidates will be supported by their assessor in 1:1 and group sessions, either at Tell House or the candidate's workplace, to gather evidence and complete the work for each unit, and in the building of their Portfolio.
Before starting the programme, candidates will undertake an individual Skills Audit to identify their support and development needs, in relation to the business. The variable elements of the course content - the selection of the optional units - will be delivered in consultation with the candidate's employer or line manager, ensuring that the SVQ and associated training is tailored to the requirements of the business, and the candidate's job role within it.
Candidates will then receive an Induction consisting of an introduction to the Award and the Mandatory units, their own Personal Development Programme; and be introduced to their first optional unit. Thereafter, the candidates will attend Personal Development, Assessment, Guidance, Support and Feedback sessions, and training workshops as determined by the employer and results of the skills audit.
Costs include awarding body Registration and Certification fees, Training, Assessment, and Verification by The Tell Organisation's experienced and fully qualified staff.
Mandatory Units
Unit 101 - Communicate using customer service language
- 101.1 Identify customers and their characteristics and expectations
- 101.2 Identify your organisations services and products
Unit 201 - Follow the rules to deliver customer service
- 201.1 Follow your organisations customer service practices and procedures
- 201.2 Follow legislation and external regulation that relate to customer service
Optional Units
Theme: Impression and Image
Unit 202 - Communicate effectively with customers
- 201.1 Communicate effectively with customers
Unit 203 - Give customers a positive impression of yourself and your organisation
- 203.1 Establish rapport with customers
- 203.2 Inform customers about additional services or products
- 203.3 Communicate information to customers
Unit 204 - Promote additional services or products to customers
- 204.1 Identify additional services or products that are available
- 204.2 Inform customers about additional services or products
- 204.3 Gain customer commitment to using additional services or products
Unit 205 - Process information about customers
- 205.1 Collect information about customers
- 205.2 Select and retrieve information about customers
- 205.3 Supply information about customers
Unit 206 - Live up to the customer service promise
- 206.1 Understand and explain the customer service promise
- 206.2 Produce customer satisfaction by delivering the customer service promise
Unit 207 - Make customer service personal
- 207.1 Identify opportunities for making customer service personal
- 207.2 Treat your customer as an individual
Unit 208 - Go the extra mile in customer service
- 208.1 Distinguish between routine service standards and going the extra mile
- 208.2 Check that your extra mile ideas are feasible
- 208.3 Go the extra mile
Unit 209 - Deal with customers face to face
- 208.1 Communicate effectively with your customer
- 208.2 Improve the rapport with your customer through body language
Unit 210 - Deal with incoming telephone calls from customers
- 210.1 Use communication systems effectively
- 210.2 Establish rapport with customers who are calling
- 210.3 Deal with customer questions and requests
Unit 211 - Make telephone calls to customers
- 211.1 Plan your calls effectively
- 211.2 Use communication systems effectively
- 211.3 Make focussed calls to your customer
Theme: Delivery
Unit 212 - Deliver reliable customer service
- 210.1 Prepare to deal with your customers
- 210.2 Give consistent service to customers
- 210.3 Check customer service delivery
Unit 213 - Deliver customer service on your customers' premises
- 213.1 Establish a rapport with your customers
- 213.2 Combine customer service with your other skills and expertise
Unit 214 - Recognise diversity when delivering customer service
- 214.1 Respect customers as individuals and promote equality in customer service
- 214.2 Adapt customer service to recognise the different needs and expectations of diverse groups of customers
Unit 215 - Deal with customers across a language divide
- 215.1 Prepare to deal with customers with a different first language
- 215.2 Deal with customers who speak a different first language from your own
Unit 216 - Use questioning techniques when delivering customer service
- 216.1 Use questioning techniques when delivering customer service
- 216.2 Seek detailed information from customers using questioning techniques
Unit 217 - Deal with customers using bespoke softwear
- 217.1 Prepare to deliver customer service using bespoke softwear
- 217.2 Deliver customer service using bespoke softwear
Unit 218 - Maintain customer service through effective hand over
- 218.1 Agree joint responsibilities in a customer service team
- 218.2 Check that customer service actions are seen through by working together with colleagues
Theme: Handling Problems
Unit 219 - Resolve customer service problems
- 219.1 Spot customer service problems
- 219.2 Pick the best solution to resolve customer service problems
- 219.3 Take action to resolve customer service problems
Unit 220 - Deliver customer service to difficult customers
- 220.1 Recognise when customers may be difficult to deal with
- 220.2 Deal with difficult customers
Unit 310 - Monitor and solve customer service problems
- 310.1 Solve immediate customer service problems
- 310.2 Identify repeated customer service problems and options for solving them
- 310.3 Take action to avoid the repetition of customer service problems
Unit 311 - Apply risk assessment to customer service
- 311.1 Analyse customer service processes for risk
- 311.2 Assess customer service risks and take appropriate actions
Unit 312 - Process customer service complaints
- 312.1 Recognise the signs that a query or problem is about to produce a complaint
- 312.2 Deal with a complaint effectively
Theme: Development and Improvement
Unit 221 - Develop customer relationships
- 221.1 Build your customers confidence that the service you give will be excellent
- 221.2 Meet the expectations of your customers
- 221.3 Develop the long-term relationship between your customer and your organisation
Unit 222 - Support customer service improvements
- 222.1 Use feedback to identify potential customer service improvements
- 222.2 Implement changes in customer service
- 222.3 Assist with the evaluation of changes in customer service
Unit 223 - Develop personal performance through delivering customer service
- 216.1 Review performance in your customer service role
- 216.2 Prepare a personal development plan and keep it up to date
- 216.3 Undertake development activities and obtain feedback on your customer service performance
Unit 224 - Support customers using on-line customer services
- 224.1 Establish the type and level of support your customer needs to achieve on-line customer service
- 224.2 Support on-line customer service in conversation with your customer
Unit 225 - Buddy a colleague to develop their customer service skills
- 225.1 Plan and prepare to buddy a colleague
- 225.2 Support your buddy colleague on the job
- 225.3 Provide buddy support off the job
Unit 226 - Develop your own customer service skills through self-study
- 226.1 Find ways to learn more about customer service and your job
- 226.2 Use sources of self-development to extend your customer service skills and knowledge
Unit 227 - Support customers using self-service technology
- 227.1 Identify the type of help needed by a customer using self- service technology
- 227.2 Assist a customer using self-service technology
