customer service level 2 - lifetimetraining.co.uk · customer service level. 2. learners following...

lifetimetraining.co.uk For more information about this programme, please ask your Lifetime Regional Trainer or visit www.lifetimetraining.co.uk LTG-283 NOV12 PAGE 20 Customer Service Level 2 Programme Fact Sheet This qualification is suited to any member of staff working directly with customers. Candidates will need to demonstrate their good customer service skills, ability to deal with customer issues and building good relationships. Learners will be able to choose one of the following routes: • Generic • Back Office • Sales • Call Centres For further details on which units relate to which chosen route, please see below. Framework Structure (Generic) All learners will need to achieve the following two NVQ mandatory units: • F1 Communicate using customer service language • F2 Follow the rules to deliver customer service And complete the following four NVQ optional units: • A4 Give customers a positive impression of yourself and your organisation • C2 Take details of customer service problems • B2 Deliver reliable customer service • D1 Develop customer relationships Learners following the ‘Call Centre’ route will complete the following four NVQ optional units. Your mandatory units are the same as for the generic route. • C1 Recognise and deal with customer queries, requests and problems • A11 Deal with incoming calls from customers • B7 Deal with customers using bespoke software • D6 Develop your own customer service skills through self study Learners following the ‘Back Office’ route will complete the following four NVQ optional units. Your mandatory units are the same as for the ‘Generic’ route: • A11 Deal with incoming calls from customers • C3 Resolve customer service problems • B2 Deliver reliable customer service • D1 Develop customer relationships Learners following the ‘Sales’ route will complete the following four NVQ optional units. Your mandatory units are the same as for the ‘Generic’ route: • C2 Take details of customer service problems • D3 Develop personal performance through delivering customer service • A12 Make telephone calls to customer • B6 Use questioning techniques when delivering customer service

Upload: others

Post on 26-Sep-2020

0 views

Category:

Documents

0 download

Report

Download

Embed Size (px):

TRANSCRIPT

lifetimetraining.co.uk

For more information about this programme, please ask your Lifetime Regional Trainer or visit www.lifetimetraining.co.uk

LTG

-28

3 N

Customer Service Level 2

Programme Fact Sheet

This qualification is suited to any member of staff working directly with customers. Candidates will need to demonstrate their good customer service skills, ability to deal with customer issues and building good relationships. Learners will be able to choose one of the following routes: • Generic • Back Office • Sales • Call CentresFor further details on which units relate to which chosen route, please see below.

Framework Structure (Generic)

All learners will need to achieve the following two NVQ mandatory units:

• F1Communicateusingcustomerservicelanguage• F2Followtherulestodelivercustomerservice

And complete the following four NVQ optional units:

• A4 Givecustomersapositiveimpressionofyourselfandyourorganisation

• C2 Takedetailsofcustomerserviceproblems• B2 Deliverreliablecustomerservice• D1 Developcustomerrelationships

Learners following the ‘Call Centre’ route will complete the following four NVQ optional units. Your mandatory units are the same as for the generic route.

• C1 Recogniseanddealwithcustomerqueries,requestsandproblems

• A11 Dealwithincomingcallsfromcustomers• B7 Dealwithcustomersusingbespokesoftware• D6 Developyourowncustomerservice

skillsthroughselfstudy

Learners following the ‘Back Office’ route will complete the following four NVQ optional units. Your mandatory units are the same as for the‘Generic’ route:

• A11 Dealwithincomingcallsfromcustomers• C3 Resolvecustomerserviceproblems• B2 Deliverreliablecustomerservice• D1 Developcustomerrelationships

Learners following the ‘Sales’ route will complete the following four NVQ optional units. Your mandatory units are the same as for the ‘Generic’ route:

• C2 Takedetailsofcustomerserviceproblems• D3 Developpersonalperformancethrough

deliveringcustomerservice• A12 Maketelephonecallstocustomer• B6 Usequestioningtechniqueswhen

deliveringcustomerservice

lifetimetraining.co.uk

For more information about this programme, please ask your Lifetime Regional Trainer or visit www.lifetimetraining.co.uk

LTG

-28

3 D

EC1

2 P

E 2

Sales Customer Service Level 2

Learners following the ‘Upselling’ route will complete the following four NVQ optional units. Your mandatory units are the same as for the generic route.

• A15 Organise the promotion of additional servicesor products to customers

• B2 Deliverreliablecustomerservice• C3 Resolvecustomerserviceproblems• D3 Developpersonalperformancethrough

Funded learners will also complete the following:

• FunctionalSkillsinEnglish• FunctionalSkillsinMaths• LAOCertificateinCustomerServiceLevel2

Service: LC Involvement & Upselling

Hotel upselling

Corporate presentation in upselling and cross selling solutions 2015

Upselling Creding Cards Throug EMI

Upselling promotion blocks prestashop module

Professional Customer Service and Upselling Skills...upselling; cross selling and get new prospect. Good customer services o en lead to greater customer sa sfac on. Mr. Yung Rothmuney

BEST UPSELLING TECHNIQUES - logision.com · WHAT IS UPSELLING? Upselling Upselling is a sales technique where a seller tries to sell more enhanced and expensive products than the

State of IT...role in how business units leverage customer data and streamline cross-departmental processes (e.g., service teams upselling, sales and marketing collaborating, etc.)