Mandatory Units

Deliver Customer Service

By the end of this unit, learners will be able to:

• Deliver consistent and high-quality customer service in line with organisational standards.
• Identify and respond effectively to customer needs and expectations.
• Apply appropriate communication skills in service delivery.
• Resolve basic customer issues efficiently.
• Contribute to positive customer experiences.

Understand Customers

By the end of this unit, learners will be able to:

• Understand different types of customers and their needs.
• Analyse customer expectations and behaviour.
• Identify factors influencing customer satisfaction.
• Recognise diversity in customer profiles.
• Apply customer insight to improve service delivery.

Principles of Customer Service

By the end of this unit, learners will be able to:

• Understand key principles and standards of customer service.
• Explain the importance of service quality and consistency.
• Identify factors that influence customer satisfaction and loyalty.
• Apply organisational customer service standards.
• Evaluate the impact of good and poor service.

Understand Employer Organisations

By the end of this unit, learners will be able to:

• Understand the structure and purpose of employer organisations.
• Identify roles and responsibilities within organisations.
• Explain how organisations deliver products and services.
• Recognise the importance of policies and procedures.
• Understand organisational goals and values.

Manage Personal Performance and Development

By the end of this unit, learners will be able to:

• Monitor and evaluate their own performance.
• Identify personal strengths and areas for improvement.
• Set professional development goals.
• Use feedback to improve performance.
• Engage in continuous learning and development.

Group A

Communicate Verbally with Customers

By the end of this unit, learners will be able to:

• Communicate clearly and professionally with customers.
• Use appropriate tone, language, and vocabulary.
• Listen actively and respond to customer needs.
• Adapt communication to different customer types.
• Handle verbal interactions effectively.

Communicate with Customers in Writing

By the end of this unit, learners will be able to:

• Produce clear and professional written communication.
• Respond to customer enquiries accurately.
• Use correct grammar, tone, and structure.
• Maintain organisational communication standards.
• Communicate effectively via email and written formats.

Group B

Deal with Incoming Telephone Calls from Customers

By the end of this unit, learners will be able to:

• Handle incoming calls professionally and efficiently.
• Identify customer needs through questioning and listening.
• Provide accurate information and solutions.
• Record call details appropriately.
• Maintain a positive customer experience.

Make Telephone Calls to Customers

By the end of this unit, learners will be able to:

• Prepare and conduct outbound customer calls effectively.
• Communicate information clearly and confidently.
• Confirm understanding with customers.
• Manage objections professionally.
• Record call outcomes accurately.

Promote Additional Products and/or Services to Customers

By the end of this unit, learners will be able to:

• Identify opportunities to promote additional services or products.
• Match products to customer needs appropriately.
• Use ethical selling techniques.
• Communicate product benefits clearly.
• Support organisational sales objectives.

Process Information About Customers

By the end of this unit, learners will be able to:

• Collect and record customer information accurately.
• Use systems to update customer data.
• Maintain confidentiality and data protection standards.
• Verify customer information effectively.
• Support service delivery through accurate data handling.

Exceed Customer Expectations

By the end of this unit, learners will be able to:

• Identify opportunities to go beyond basic service delivery.
• Provide added value to customer interactions.
• Anticipate customer needs effectively.
• Deliver proactive and personalised service.
• Improve customer satisfaction and loyalty.

Deliver Customer Service Whilst Working on Customers’ Premises

By the end of this unit, learners will be able to:

• Provide professional service in external environments.
• Represent the organisation appropriately off-site.
• Assess and respond to customer needs in context.
• Follow safety and organisational procedures.
• Maintain service quality outside the workplace.

Carry Out Customer Service Handovers

By the end of this unit, learners will be able to:

• Transfer customer information accurately between colleagues.
• Ensure continuity of service during transitions.
• Communicate key details clearly.
• Maintain confidentiality during handovers.
• Prevent disruption in customer service.

Resolve Customer Service Problems

By the end of this unit, learners will be able to:

• Identify and analyse customer service issues.
• Provide appropriate solutions promptly.
• Escalate problems when necessary.
• Communicate effectively during resolution.
• Ensure customer satisfaction after resolution.

Deliver Customer Service to Challenging Customers

By the end of this unit, learners will be able to:

• Manage difficult customer interactions professionally.
• Apply conflict resolution techniques.
• Maintain calm and respectful communication.
• Resolve issues under pressure.
• Protect organisational reputation.

Develop Customer Relationships

By the end of this unit, learners will be able to:

• Build and maintain positive customer relationships.
• Communicate regularly and effectively with customers.
• Understand customer needs and preferences.
• Improve customer loyalty and retention.
• Handle relationship challenges effectively.

Support Customer Service Improvements

By the end of this unit, learners will be able to:

• Identify opportunities for service improvement.
• Contribute ideas to enhance customer experience.
• Participate in improvement activities.
• Implement changes to service processes.
• Evaluate improvement outcomes.

Support Customers Through Real-Time Online Customer Service

By the end of this unit, learners will be able to:

• Provide customer support using live digital platforms.
• Respond quickly and accurately to queries.
• Use online tools effectively.
• Maintain professionalism in digital communication.
• Resolve issues through real-time systems.

Use Social Media to Deliver Customer Service

By the end of this unit, learners will be able to:

• Use social media platforms for customer engagement.
• Respond to customer queries professionally online.
• Manage public interactions effectively.
• Maintain brand reputation on social platforms.
• Handle complaints and feedback digitally.

Resolve Customers’ Complaints

By the end of this unit, learners will be able to:

Gather, Analyse and Interpret Customer Feedback

By the end of this unit, learners will be able to:

• Collect customer feedback using appropriate methods.
• Analyse data to identify trends and issues.
• Interpret feedback for decision-making.
• Present findings clearly.
• Use insights to improve service delivery.

Support Customers Using Self-Service Equipment

By the end of this unit, learners will be able to:

• Assist customers in using self-service systems.
• Troubleshoot basic issues effectively.
• Promote use of digital service tools.
• Ensure customer confidence in self-service.
• Improve service efficiency through technology.

Provide Post-Transaction Customer Service

By the end of this unit, learners will be able to:

• Follow up with customers after service delivery.
• Handle post-sale queries and concerns.
• Ensure customer satisfaction after transactions.
• Maintain ongoing customer relationships.
• Identify opportunities for repeat business.

Group C

Health and Safety Procedures in the Workplace

By the end of this unit, learners will be able to:

• Follow workplace health and safety procedures.
• Identify hazards and risks in customer service environments.
• Apply safety regulations effectively.
• Respond appropriately to incidents.
• Promote a safe working environment.

Manage Diary Systems

By the end of this unit, learners will be able to:

• Organise and manage appointment systems effectively.
• Schedule meetings and customer interactions accurately.
• Prioritise tasks and time management.
• Maintain up-to-date records.
• Ensure efficient workflow management.

Provide Reception Services

By the end of this unit, learners will be able to:

• Welcome customers professionally.
• Provide accurate information and guidance.
• Manage enquiries effectively.
• Maintain a positive first impression.
• Support organisational front-line services.

Contribute to the Organisation of an Event

By the end of this unit, learners will be able to:

• Assist in planning and organising events.
• Coordinate tasks and resources effectively.
• Support event delivery and customer engagement.
• Communicate with stakeholders.
• Evaluate event success.

Buddy a Colleague to Develop Their Skills

By the end of this unit, learners will be able to:

• Support colleagues in skill development.
• Provide guidance and constructive feedback.
• Demonstrate best practice in customer service.
• Encourage professional growth.
• Evaluate progress and improvement.

Employee Rights and Responsibilities

By the end of this unit, learners will be able to:

• Understand employee rights and workplace responsibilities.
• Apply employment policies and procedures.
• Recognise legal and ethical obligations.
• Promote fair and respectful working practices.
• Maintain compliance with organisational standards.

Develop Working Relationships with Colleagues

By the end of this unit, learners will be able to:

• Build effective professional relationships.
• Communicate and collaborate with colleagues.
• Resolve workplace conflicts appropriately.
• Support team objectives.
• Contribute to a positive working environment.

Principles of Equality and Diversity in the Workplace

By the end of this unit, learners will be able to:

• Understand equality and diversity principles.
• Promote inclusive workplace practices.
• Prevent discrimination and bias.
• Support diverse colleagues and customers.
• Foster an inclusive work environment.

Processing Sales Orders

By the end of this unit, learners will be able to:

• Process customer sales orders accurately.
• Use organisational systems effectively.
• Verify order details and requirements.
• Maintain records of transactions.
• Ensure timely order completion.

Meeting Customers After Sales Needs

By the end of this unit, learners will be able to:

• Provide effective after-sales support.
• Handle customer queries post-purchase.
• Resolve issues related to products or services.
• Maintain customer satisfaction.
• Build long-term customer relationships.

Handling Objections and Closing Sales

By the end of this unit, learners will be able to:

• Respond effectively to customer objections.
• Use persuasive communication techniques.
• Identify customer needs and concerns.
• Close sales professionally and ethically.
• Improve sales conversion rates.

Deal with Incidents through a Contact Centre

By the end of this unit, learners will be able to:

• Handle incidents reported through contact centres.
• Log and escalate issues appropriately.
• Communicate with customers effectively.
• Follow incident management procedures.
• Ensure timely resolution of incidents.

Carry Out Direct Sales Activities in a Contact Centre

By the end of this unit, learners will be able to:

• Conduct outbound sales activities effectively.
• Identify sales opportunities.
• Communicate product benefits clearly.
• Achieve sales targets.
• Maintain customer satisfaction during sales interactions.

Negotiate in a Business Environment

By the end of this unit, learners will be able to:

• Apply negotiation techniques in business contexts.
• Prepare for and conduct negotiations effectively.
• Reach mutually beneficial agreements.
• Manage conflict during negotiation.
• Achieve organisational objectives through negotiation.

Bespoke Software

By the end of this unit, learners will be able to:

• Use customer service software systems effectively.
• Enter, retrieve, and update customer data.
• Navigate digital tools efficiently.
• Maintain data accuracy and security.
• Support service delivery using software solutions.