iCQ
Level 2
QN: 610/5134/2
Curriculum Active
iCQ Level 2 Certificate in Providing Service to Customers
Official qualification regulated by Ofqual, awarded by iCQ. Classified as a Occupational Qualification. Total guided learning hours: 272 hours.
Qualification Level
Level 2
Awarding Body
iCQ
Syllabus Units
8 Units
Guided Hours
272 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
Communicate using customer service language
Verified
Key Learning Objectives:
- identify customers and their characteristics and expectations
- identify their organisation’s services and products
- know how to communicate using customer service language
2
Deal with customers face to face
Verified
Key Learning Objectives:
- communicate effectively with their customer, improve the rapport with their customer through body language
- understand how to deal with customers face to face
3
Deliver reliable customer service
Verified
Key Learning Objectives:
- prepare to deal with customers, give consistent service to customers, check customer service delivery
- know how to deliver reliable customer service
4
Develop personal performance through delivering customer service
Verified
Key Learning Objectives:
- review performance in their customer service role
- prepare a personal development plan and keep it up to date
- undertake development activities and obtain feedback on their customer service performance
- understand how to develop their personal performance through delivering customer service
5
Follow the rules to deliver customer service
Verified
Key Learning Objectives:
- Follow their organisation’s customer service practices and procedures
- know how to follow the rules to deliver customer service
6
Give customers a positive impression of yourself and your organisation.
Verified
Key Learning Objectives:
- establish rapport with customers
- respond appropriately to customers
- communicate information to customers
- understand how to give customers a positive impression of themselves and the organisation
7
Promote additional services or products to customers
Verified
Key Learning Objectives:
- identify additional services or products that are available, inform customers about additional services or products, gain customer commitment to using additional services or products
- understand how to promote additional services or products to customers
8
Recognise and deal with customer queries, requests and problems
Verified
Key Learning Objectives:
- recognise and deal with customer queries and requests
- recognise and deal with customer problems
- know how to recognise and deal with customer queries, requests and problems
Regulatory & Verification Details
- Qualification Number (QN)
- 610/5134/2
- Regulated Status
- Available to learners
- Awarding Body
- iCQ
- Qualification Type
- Occupational Qualification
- Operational Start
- Dec 2024