Level 2 Diploma in Customer Service

Who is it for?

To achieve this qualification you will recognise good practice in customer service and be able to demonstrate how they deal with both routine and more difficult customers.  You will be confident about using customer service language, understand the processes designed to make customer service more effective and show how you support others within your team or organisation.

What topics does the qualification cover?

• Deliver Customer Service: is all about preparing to deal with customers, providing customer service and supporting improvements to customer service delivery. You will show, through real examples of work, how you prepare resources to be able to deal with customers, provide levels of customer service that meet customer’s needs and also identify developments where customer service could be improved.
• Understand Customers: you will demonstrate your knowledge of different types of customers and the value of your customers and their loyalty.
• Principles of Customer Service: aims to develop knowledge and understanding regarding the key principles of customer service and how to deliver it effectively.  You will be encouraged to develop an awareness of how legal and ethical requirements relate to customer service and demonstrate understanding of the management of customer service information.
• Understand Employer Organisations: you will develop an understanding of organisational structures and the organisational environment.
• Manage Personal Performance and Development: you will show how you manage your performance, time and workload. Also identifying your own development needs and fulfilling a personal development plan.

Programme structure

You will provide evidence of your work practice, including completing assignments, case studies, written accounts and providing work products. Evidence is uploaded to an e-portfolio which is available 24/7 on computers, tablets and mobile devices.

An Open University assessor will observe work-based practice on at least one occasion, assess evidence uploaded to the e-portfolio and provide developmental feedback.

You will have access through VQLearner Home to online resources specific to your qualification and links to suggested further study with The Open University.

Support will be provided throughout the qualification by the VQAC Learner Support Team.