SFJ Awards
Level 2
QN: 603/4767/3
Curriculum Active
SFJ Awards Level 2 Certificate in Customer Service
Official qualification regulated by Ofqual, awarded by SFJ Awards. Classified as a Occupational Qualification. Total guided learning hours: 442 hours.
Qualification Level
Level 2
Awarding Body
SFJ Awards
Syllabus Units
23 Units
Guided Hours
442 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
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
2
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
3
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
4
Deal with customers face to face
Verified
Key Learning Objectives:
- Understand how to deal with customers face to face.
- Be able to communicate effectively with customers.
- Be able to improve the rapport with their customer through body language.
5
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
6
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
7
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
8
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
9
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
10
Develop customer relationships
Verified
Key Learning Objectives:
- Understand how to develop customer relationships
- Be able to develop relationships with customers
11
Exceed customer expectations
Verified
Key Learning Objectives:
- Understand how to exceed customer expectations
- Be able to exceed customer expectations
12
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
13
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
14
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
15
Process information about customers
Verified
Key Learning Objectives:
- Understand how to process customer information
- Be able to process customer information
16
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
17
Provide post-transaction customer service
Verified
Key Learning Objectives:
- Understand post-transaction customer service
- Be able to provide post-transaction customer service
18
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
19
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
20
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
21
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
22
Understand customers
Verified
Key Learning Objectives:
- Understand different types of customers
- Understand the value of customers and their loyalty
23
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)
- 603/4767/3
- Regulated Status
- Available to learners
- Awarding Body
- SFJ Awards
- Qualification Type
- Occupational Qualification
- Operational Start
- Jul 2019