iCQ
Level 2
QN: 601/3689/3
Curriculum Active
iCQ Level 2 Diploma in Customer Service (RQF)
Official qualification regulated by Ofqual, awarded by iCQ. Classified as a Occupational Qualification. Total guided learning hours: 743 hours.
Qualification Level
Level 2
Awarding Body
iCQ
Syllabus Units
39 Units
Guided Hours
743 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
Bespoke Software
Verified
Key Learning Objectives:
- Input and combine information using bespoke applications
- Use appropriate structures to organise and retrieve information efficiently
- Use the functions of the software effectively to process and present information
2
Buddy a colleague to develop their skills
Verified
Key Learning Objectives:
- Understand how to buddy a colleague
- Be able to plan to buddy a colleague
- Be able to support a buddy colleague carrying out work activities
3
Carry out customer service handovers
Verified
Key Learning Objectives:
- Understand the customer service handover process
- Be able to plan customer service handovers
- Be able to carry out customer service handovers
4
Carry out direct sales activities in a contact centre
Verified
Key Learning Objectives:
- Be able to gather information needed for direct sales activities in a contact centre
- Be able to carry out direct sales to customers through a contact centre
- Be able to keep direct sales records within a contact centre
- Be able to comply with regulations and legislation during direct sales in a contact centre
- Understand how to conduct sales activities in a contact centre
5
Communicate verbally with customers
Verified
Key Learning Objectives:
- Understand how to communicate verbally with customers
- Be able to use customer service language to communicate with customers
6
Communicate with customers in writing
Verified
Key Learning Objectives:
- Understand how to communicate with customers in writing
- Be able to plan written communications to customers
- Be able to communicate with customers in writing
7
Contribute to the organisation of an event
Verified
Key Learning Objectives:
- Understand event organisation
- Be able to carry out pre-event actions
- Be able to set up an event
- Be able to carry out post-event actions
8
Deal with incidents through a contact centre
Verified
Key Learning Objectives:
- Be able to deal with incidents through a contact centre
- Be able to use contact centre communications systems to deploy incident management resources
- Understand how to deal with incidents in a contact centre
9
Deal with incoming telephone calls from customers
Verified
Key Learning Objectives:
- Understand how to deal with incoming customer calls
- Be able to establish the purpose of incoming customer calls
- Be able to deal with customer questions and requests
10
Deliver customer service
Verified
Key Learning Objectives:
- Understand customer service delivery
- Understand the relationship between customer service and a brand
- Be able to prepare to deal with customers
- Be able to provide customer service
- Be able to support improvements to customer service delivery
11
Deliver customer service to challenging customers
Verified
Key Learning Objectives:
- Understand the delivery of customer service to challenging customers
- Be able to deal with challenging customers
12
Deliver customer service whilst working on customers’ premises
Verified
Key Learning Objectives:
- Understand how to deliver customer service whilst working on customers’ premises
- Be able to deliver customer service whilst working on customers’ premises
13
Develop customer relationships
Verified
Key Learning Objectives:
- Understand how to develop customer relationships
- Be able to develop relationships with customers
14
Develop working relationships with colleagues
Verified
Key Learning Objectives:
- Understand the principles of effective team working
- Be able to maintain effective working relationships with colleagues
- Be able to collaborate with colleagues to re
- solve problems
15
Employee rights and responsibilities
Verified
Key Learning Objectives:
- Understand the role of organisations and industries
- Understand employers’ expectations and employees’ rights and obligations
16
Exceed customer expectations
Verified
Key Learning Objectives:
- Understand how to exceed customer expectations
- Be able to exceed customer expectations
17
Gather, analyse and interpret customer feedback
Verified
Key Learning Objectives:
- Understand how to gather
- analyse and interpret customer feedback
- Be able to plan the collection of customer feedback on customer service issues
- Be able to gather customer feedback
- Be able to analyse and interpret customer feedback to recommend improvements
18
Handling objections and closing sales
Verified
Key Learning Objectives:
- Understand how to handle sales objections
- Understand how to close the sale
- Be able to handle objections
- Be able to close the sale
19
Health and Safety Procedures in the Workplace
Verified
Key Learning Objectives:
- Know health and safety procedures in the workplace.
- Be able to carry out tasks with regard to health and safety in the workplace.
20
Make telephone calls to customers
Verified
Key Learning Objectives:
- Understand how to make telephone calls to customers
- Be able to plan telephone calls to customers
- Be able to make telephone calls to customers
21
Manage diary systems
Verified
Key Learning Objectives:
- Understand the management of diary systems
- Be able to manage diary systems
22
Manage personal performance and development
Verified
Key Learning Objectives:
- Be able to manage personal performance
- Be able to manage their own time and workload
- Be able to identify their own development needs
- Be able to fulfil a personal development plan
23
Meeting customers’ after sales needs
Verified
Key Learning Objectives:
- Be able to investigate customer after sales needs
- Be able to handle customers’ after sales needs
- Be able to review the after sales process
24
Negotiate in a business environment
Verified
Key Learning Objectives:
- Understand the principles underpinning negotiation
- Be able to prepare for business negotiations
- Be able to carry out business negotiations
25
Principles of customer service
Verified
Key Learning Objectives:
- Understand customer service
- Understand how legal and ethical requirements relate to customer service
- Understand how to deliver effective customer service
- Understand the management of customer service information
26
Principles of equality and diversity in the workplace
Verified
Key Learning Objectives:
- Understand the implications of equality legislation
- Understand organisational standards and expectations for equality and diversity and context in the workplace
27
Process information about customers
Verified
Key Learning Objectives:
- Understand how to process customer information
- Be able to process customer information
28
Processing sales orders
Verified
Key Learning Objectives:
- Understand how to process and follow up sales orders
- Be able to process sales orders
- Be able to follow up sales order processing
29
Promote additional products and/or services to customers
Verified
Key Learning Objectives:
- Understand the promotion of additional products and/or services to customers
- Be able to promote additional products and/or services to customers
30
Provide post-transaction customer service
Verified
Key Learning Objectives:
- Understand post-transaction customer service
- Be able to provide post-transaction customer service
31
Provide reception services
Verified
Key Learning Objectives:
- Understand reception services
- Be able to provide a reception service
32
Resolve customer service problems
Verified
Key Learning Objectives:
- Understand the resolution of customer service problems
- Be able to re
- solve customer service problems
- Be able to manage unresolved customer service problems
33
Resolve customers’ complaints
Verified
Key Learning Objectives:
- Understand the monitoring and resolution of customers’ complaints
- Be able to deal with customers’ complaints
34
Support customer service improvements
Verified
Key Learning Objectives:
- Understand how to support customer service improvements
- Be able to identify the potential for improvements to customer service
- Be able to support the implementation of improvements to customer service
35
Support customers through real-time online customer service
Verified
Key Learning Objectives:
- Understand how to support customers through real-time online customer service
- Be able to establish the customer service support needed by customers
- Be able to support online customer service in real-time
36
Support customers using self-service equipment
Verified
Key Learning Objectives:
- Understand how to support customers using self-service equipment
- Be able to identify the help needed by customers using self-service equipment
- Be able to help customers to use self-service equipment
37
Understand customers
Verified
Key Learning Objectives:
- Understand different types of customers
- Understand the value of customers and their loyalty
38
Understand employer organisations
Verified
Key Learning Objectives:
- Understand organisational structures
- Understand the organisational environment
39
Use social media to deliver customer service
Verified
Key Learning Objectives:
- Understand social media in a business environment
- Be able to deal with customers using social media
Regulatory & Verification Details
- Qualification Number (QN)
- 601/3689/3
- Regulated Status
- Available to learners
- Awarding Body
- iCQ
- Qualification Type
- Occupational Qualification
- Operational Start
- Sept 2014