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Introduction
This level 2-customer service award is intended for those organisations and individuals whose jobs entail working with external and internal customers. (A Customer being defined as anyone to whom a service is provided). Predominantly these individuals will be front line service providers either by telephone or face to face and the responsibility in decision-making is limited.
The aim of this award is to increase awareness on the delivery of customer service in the aspect of problem solving, increasing sales and productivity and being ahead of competitors. By involving these individuals it can improve the motivation at a staff level as they increasingly become more aware of management requirements
Content
2 Mandatory units followed by 5 Optional units within a theme base
- Impression and image
- Delivery
- Handling problems
- Development and improvement
Assessment
The assessment procedure is based upon the individual demonstrating competence by providing evidence of their work
This is achieved through:
- Accreditation of prior achievements
- Assessment / observation
- Projects
- Witness testimonies
- Professional discussions
- Product evidence.
Duration
The duration of the course is six months but can be achieved earlier as long as a period of time is demonstrated. The award is to be delivered within the work place and therefore can be customised to suit the organisation needs.
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