TQUK
Level 4
QN: 601/5198/5
Curriculum Active
TQUK Level 4 NVQ Diploma in Customer Service (RQF)
Official qualification regulated by Ofqual, awarded by TQUK. Classified as a Occupational Qualification. Total guided learning hours: 737 hours.
Qualification Level
Level 4
Awarding Body
TQUK
Syllabus Units
34 Units
Guided Hours
737 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 software
- Create and modify appropriate structures to organise and retrieve information efficiently, Exploit the functions of the software effectively to process and present information
2
Build and maintain effective customer relations
Verified
Key Learning Objectives:
- Understand how to build effective relationships with customers
- Be able to determine the scope for building effective relationships with customers
- Be able to develop effective relationships with customers
- Be able to review and improve relationships with customers
3
Buyer behaviour in sales situations
Verified
Key Learning Objectives:
- Understand the impact of different models of buyer behaviour on the sales cycle
- Be able to respond to the buyer at each stage of the decision making process
4
Champion customer service
Verified
Key Learning Objectives:
- Understand how to champion customer service
- Be able to identify the scope for improvements to customer service
- Be able to champion customer service
5
Design business processes
Verified
Key Learning Objectives:
- Understand techniques and tools that support the design of business processes
- Be able to develop business processes
- Be able to evaluate the effectiveness of business processes
6
Develop a customer service strategy
Verified
Key Learning Objectives:
- Understand the development of a customer service strategy
- Be able to develop a customer service strategy
7
Develop a social media strategy for customer service
Verified
Key Learning Objectives:
- Understand the development of a customer service social media strategy
- Be able to develop a customer service social media strategy
- Be able to promote the benefits of social media networking to customer service
8
Develop customer service through social media
Verified
Key Learning Objectives:
- Understand the use of social media for customer service
- Be able to identify the scope for improvements to customer service through the use of social media
- Be able to develop customer service provision through social media networks
9
Develop resources to support consistency of customer service delivery
Verified
Key Learning Objectives:
- Understand how knowledge resources are used to support customer service delivery
- Be able to create and maintain a customer service knowledge base
- Be able to develop customer service resource materials
10
Encourage innovation
Verified
Key Learning Objectives:
- Be able to identify opportunities for innovation
- Be able to generate and test ideas for innovation and improvement
- Be able to implement innovative ideas and improvements
11
Encourage learning and development
Verified
Key Learning Objectives:
- Understand the principles of learning and development
- Be able to support individuals' learning and development
- Be able to evaluate individuals’ learning and development
12
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
13
Initiate and implement operational change
Verified
Key Learning Objectives:
- Understand the implementation of operational change
- Be able to plan for operational change
- Be able to manage operational change
- Be able to evaluate the effectiveness of operational change
14
Manage a customer service award programme
Verified
Key Learning Objectives:
- Understand the management of a customer service award programme
- Be able to plan a customer service award programme
- Be able to manage a customer service award programme
15
Manage a project
Verified
Key Learning Objectives:
- Understand the management of a project
- Be able to plan a project
- Be able to manage a project
- Be able to evaluate the effectiveness of a project
16
Manage business risk
Verified
Key Learning Objectives:
- Understand the management of business risk
- Be able to address business risk
- Be able to mitigate business risk
17
Manage customer service operations
Verified
Key Learning Objectives:
- Understand the management of customer service operations
- Be able to plan customer service operations
- Be able to manage customer service operations
- Be able to prepare staff for the delivery of customer service
- Be able to measure customer service performance
18
Manage direct sales operations in a contact centre
Verified
Key Learning Objectives:
- Be able to contribute to the development of organisational sales strategy in a contact centre
- Be able to develop procedures and guidelines to be used for direct sales through a contact centre
- Be able to review sales planning, analysis and reporting techniques for direct sales through a contact centre
- Understand the principles underpinning direct sales activities in a contact centre
19
Manage Health and Safety in own area of responsibility
Verified
Key Learning Objectives:
- Understand responsibilities and liabilities in relation to health and safety legislation
- Understand how to assess
- monitor and minimise health and safety risks in own area of responsibility
- Be able to review health and safety policy in own area of responsibility
- Be able to communicate health and safety policy in own area of responsibility
- Be able to monitor health and safety in own area of responsibility
20
Manage incident management systems in a contact centre
Verified
Key Learning Objectives:
- Be able to ensure the effective management of incidents through a contact centre
- Be able to contribute to the development of organisational strategy for incident management through a contact centre
- Understand the management of incidents reported to a contact centre
21
Manage incidents referred to a contact centre
Verified
Key Learning Objectives:
- Be able to manage incidents through a contact centre
- Be able to provide support to colleagues on incident management in a contact centre
- Understand how to manage incidents reported to a contact centre
22
Manage individuals’ performance
Verified
Key Learning Objectives:
- Understand the management of underperformance in the workplace
- Be able to manage individuals' performance in the workplace
23
Manage personal and professional development
Verified
Key Learning Objectives:
- Be able to identify personal and professional development requirements
- Be able to fulfil a personal and professional development plan
- Be able to maintain the relevance of a personal and professional development plan
24
Manage team performance
Verified
Key Learning Objectives:
- Understand the management of team performance
- Be able to allocate and assure the quality of work
- Be able to manage communications within a team
25
Manage the use of technology to improve customer service
Verified
Key Learning Objectives:
- Understand how to manage the use of technology to improve customer service
- Be able to identify opportunities for customer service improvement through the use of technology
- Be able to implement changes in technology to improve customer service
26
Monitor the quality of customer service interactions
Verified
Key Learning Objectives:
- Understand how to monitor the quality of customer service interactions
- Be able to prepare to monitor the quality of customer service interactions
- Be able to monitor the quality of customer service interactions
27
Negotiating, handling objections and closing sales
Verified
Key Learning Objectives:
- Understand how to handle objections and negotiate with the customer
- Be able to prepare for objections and negotiation with the customer
- Be able to handle objections
- Be able to negotiate with the customer
- Be able to close the sale following negotiation
28
Obtaining and analysing sales-related information
Verified
Key Learning Objectives:
- Understand the uses of sales-related information
- Understand how to use tools and methods to analyse sales-related information
- Be able to obtain sales-related information about customers, markets and competitors
- Be able to use tools and methods to analyse sales-related information
29
Promote equality, diversity and inclusion in the workplace
Verified
Key Learning Objectives:
- Understand the organisational aspects of equality, diversity and inclusion in the workplace
- Understand the personal aspects of equality, diversity and inclusion in the workplace
- Be able to support equality, diversity and inclusion in the workplace
30
Resolve customers’ complaints
Verified
Key Learning Objectives:
- Understand the monitoring and resolution of customers’ complaints
- Be able to deal with customers’ complaints
31
Resolve customers’ problems
Verified
Key Learning Objectives:
- Understand the monitoring and resolution of customers’ problems
- Be able to deal with customers’ problems
32
Review the quality of customer service
Verified
Key Learning Objectives:
- Understand how to review the quality of customer service
- Be able to plan the measurement of customer service
- Be able to evaluate the quality of customer service
33
Support environmental sustainability in a business environment
Verified
Key Learning Objectives:
- Understand the principles supporting environmental sustainability in a business environment
- Be able to implement best practice in environmental sustainability in a business environment
34
Use service partnerships to deliver customer service
Verified
Key Learning Objectives:
- Understand the use of a service partnership in customer service delivery
- Understand ways of building relationships within a customer service partnership
- Be able to deliver customer service within a customer service partnership
Regulatory & Verification Details
- Qualification Number (QN)
- 601/5198/5
- Regulated Status
- Available to learners
- Awarding Body
- TQUK
- Qualification Type
- Occupational Qualification
- Operational Start
- Dec 2014