Highfield
Level 2
QN: 603/4687/5
Curriculum Active
Highfield Level 2 Diploma in Customer Service Skills (RQF)
Official qualification regulated by Ofqual, awarded by Highfield. Classified as a Vocationally-Related Qualification. Total guided learning hours: 223 hours.
Qualification Level
Level 2
Awarding Body
Highfield
Syllabus Units
18 Units
Guided Hours
223 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
Being open to feedback
Verified
Key Learning Objectives:
- Act on and seek feedback from others to develop or maintain personal service skills and knowledge
2
Communication
Verified
Key Learning Objectives:
- (Depending on job role and work environment)
- Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications And/or Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions
3
Customer experience
Verified
Key Learning Objectives:
- Understand how establishing the facts enable you to create a customer focused experience and appropriate response
- Understand how to build trust with a customer and why this is important
4
Dealing with customer conflict and challenge
Verified
Key Learning Objectives:
- Demonstrate patience and calmnessShow you understand the customers point of view
- Use appropriate sign-posting or resolution to meet your customers’ needs and manage expectations
- Maintain informative communication during service recovery
5
Developing self
Verified
Key Learning Objectives:
- Take ownership for keeping your service knowledge and skills up-to-dateConsider personal goals and propose development that would help achieve them
6
Equality- treating all customers as individuals
Verified
Key Learning Objectives:
- Treat customers as individuals to provide a personalized customer service experienceUphold the organisations core values and service culture through your actions
7
Influencing skills
Verified
Key Learning Objectives:
- Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation
8
Interpersonal skills
Verified
Key Learning Objectives:
- Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery
9
Knowing your customers
Verified
Key Learning Objectives:
- Understand who customers are.
- Understand the difference between internal and external customers
- Understand the different needs and priorities of your customers and the best way to manage their expectations, recognising and knowing how to adapt style to be highly effective
10
Meeting regulations and legislation
Verified
Key Learning Objectives:
- Know the appropriate legislation and regulatory requirements that affect your business
- Know your responsibility in relation to this and how to apply it when delivering service
11
Personal organisation
Verified
Key Learning Objectives:
- Be able to organise yourself
- prioritise your own workload/activity and work to meet deadlines
12
Presentation – dress code, professional language
Verified
Key Learning Objectives:
- Demonstrate professional pride in the job through appropriate dress and positive and confident language
13
Product and service knowledge
Verified
Key Learning Objectives:
- Understand the products or services that are available for your organisation and keep up-to-date
14
Right first time
Verified
Key Learning Objectives:
- Use communication behaviours that establish clearly what each customer requires and manage their expectationsTake ownership from the first contact and then take responsibility for fulfilling your promise
15
Systems and resources
Verified
Key Learning Objectives:
- Know how to use systems, equipment and technology to meet the needs of your customers.
- Understand types of measurement and evaluation tools available to monitor customer service levels
16
Team working
Verified
Key Learning Objectives:
- Frequently and consistently communicate and work with others in the interest of helping customer efficientlyShare personal learning and case studies with others, presenting recommendations, and improvement to support good practice
17
Understanding the organisation
Verified
Key Learning Objectives:
- Know the purpose of the business and what ‘brand promise’ means
- Know your organisation’s core values and how they link to the service culture
- Know the internal policies and procedures, including any complaints
18
Your role and responsibility
Verified
Key Learning Objectives:
- Understand your role and responsibility within your organisation and the impact of your actions on others
- Know the targets and goals you need to deliver against
Regulatory & Verification Details
- Qualification Number (QN)
- 603/4687/5
- Regulated Status
- Available to learners
- Awarding Body
- Highfield
- Qualification Type
- Vocationally-Related Qualification
- Operational Start
- Jun 2019