Level 2 Diploma for Customer Service Practitioners - (2794‐02)
Issued by
City & Guilds
The qualification is for anyone who is involved in any customer focused role in any industry. On completion of this qualification candidates may progress into employment or on to further City & Guilds qualifications. Qualification Accreditation Number: 603/2394/2.
Skills
Earning Criteria
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This individual has achieved unit 201 Developing self to achieve targets and goals. They are able to: Understand own role and responsibilities including targets and goals, organise own workload/activity to meet deadlines, obtain and act on personal feedback from others to develop and/or maintain personal service skills and knowledge, prepare a personal development plan to achieve personal goals and development needs.
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This individual has achieved unit 202 Recognition of regulations and legislation within own organisation. They are able to: Understand the use of regulations and legislation, understand the Health and Safety at Work Act, understand the importance of confidentiality of information, understand what is meant by social and digital media and the guidelines for their use, know how to use systems, equipment and/or technology to meet the needs of own customers following organisational requirements.
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This individual has achieved unit 203 Principles of Business. They are able to: Understand own organisation and industry sectors, understand own organisation’s core values and service culture and how they relate to each other, understand the purpose of a ‘brand promise’, understand the purpose of organisational policies and procedures including those that affect own customer service role, understand types of measurement and evaluation tools available to monitor customer service levels.
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This individual has achieved unit 204 Contribute to a customer focused experience. They are able to: Understand the characteristics of organisation’s customer base, understand how to create a customer focused experience, treat all customers as individuals, be able to communicate and work with others in the interests of helping customers, be able to share personal learning and present recommendations to support good practice.
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This individual has achieved unit 205 Provide customer service. They are able to: Understand the product(s) and/or service(s) of own organisation, demonstrate a professional image, following the organisation’s code of conduct and dress code, be able to follow own organisation’s procedures in ensuring good customer service, be able to make initial customer contact while establishing and responding to needs and expectations, understand the different needs and priorities of own customers.
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This individual has achieved unit 206 Manage customer expectations. They are able to: Be able to use communication and interpersonal skills in working towards meeting customer needs and expectations, demonstrate a confident, patient and calm manner while understanding the customer’s point of view, use influencing skills to identify customer needs and offer options which are mutually beneficial to the customer and own organisation, follow own organisation’s policies and/or procedures.