Candidates must complete the following Units:
Demonstrate Understanding of Customer Service
- Use accepted customer service language
- Apply customer service principles in your customer service role
Demonstrate Understanding of the Rules that Impact on Improvements in Customer Service
- Demonstrate understanding of the organisational rules and procedures that impact on customer service improvements
- Demonstrate an understanding of the legislation and external regulation that impact on customer service improvements
Optional Units
Candidates must select a total of 5 Optional Units, one from each Group plus and additional unit from any group. Only one unit can be selected from the Optional Units at SCQF level 7 or 8.
Candidates must select one unit from Group A.
Group A
Deal with Customers in Writing or Electronically
- Use written or electronic communication effectively
- Plan and send an effective written or electronic communication
Use Customer Service as a Competitive Tool
- Organise customer service to gain a competitive advantage
- Deliver a competitive service
Organise the Promotion of Additional Service or Products to Customers
- Offer additional services or products
- Organise support to promote use of additional services or products
- Monitor the promotion of additional services or products
Build a Customer Service Knowledge Set
- Input details of customer queries and requests and develop responses
- Use a customer service knowledge base
Candidates must select one unit from Group B
Group B
Deliver Customer Service Using Service Partnerships
- Work effectively within a customer service chain
- Build and nurture positive relationships in a customer service chain
Organise the Delivery of Reliable Customer Service
- Plan and organise the delivery of reliable customer service
- Review and maintain customer service delivery
- Use recording systems to maintain reliable customer service
Improve the Customer Relationship
- Improve communication with your customers
- Balance the needs of your customer and your organisation
- Exceed customer expectations to develop the relationships
Candidates must select one unit from Group C
Group C
Monitor and Solve Customer Service Problems
- Solve immediate customer service problems
- Identify repeated customer service problems and options for solving them
- Take action to avoid the repetition of customer service problems
Apply Risk Assessment to Customer Service
- Analyse customer service processes for risk
- Assess customer service risks and take appropriate actions
Process Customer Service Complaints
- Recognise the signs that a query or problem is about to produce a complaint
- Deal with a complaint effectively
Group D
Work with Others to Improve Customer Service
- Improve customer service by working with others
- Monitor your own performance with improving customer service
- Monitor team performance when improving customer service
Promote Continuous Improvement
- Plan improvements in customer service based on customer feedback
- Implement changes in customer service
- Review changes to promote continuous improvement
Develop Your Own and Others' Customer Service Skills
- Develop your own customer service skills
- Plan the coaching of others in customer service
- Coach others in customer service
Lead a Team to Improve Customer Service
- Plan and organise the work of a team
- Provide support for team members
- Review performance of team members
Gather, Analyse and Interpret Customer Feedback
- Plan to gather customer feedback
- Gather customer feedback
- Analyse and interpret customer feedback
Monitor the Quality of Customer Service Transactions
- Prepare to monitor the quality of customer service transaction
- Monitor the quality of customer service transactions
- Give feedback on the quality of customer service transaction
Implement Quality Improvements to Customer Service
- Plan the introduction of customer service improvements
- Manage the implementation of customer service improvements
- Monitor and evaluate customer service improvements
Plan and Organise the Development of Customer Service Staff
- Identify customer service staff development and training needs
- Organise customer service development and training
Develop a Customer Service Strategy for a Part of an Organisation
- Research and evaluate your organisation's business and customer service strategy
- Help to identify current and future practice in customer service
- Identify and recommend the key features of a customer service strategy
Manage a Customer Service Award Programme
- Plan a customer service award programme
- Implement and manage a customer service award programme
Apply Technology or Other Resources to Improve Customer Service
- Identify and specify opportunities for customer service improvement
- Evaluate options for applying technology or other resource to improve customer service
- Oversee the implementation of resource changes to improve customer service
Review and Re-Engineer Customer Service Processes
- Scope the customer service processes to be reviewed
- Analyse the customer service process and identify improvement opportunities
- Evaluate improvement options and re-engineer service processes
Manage Customer Service Performance
- Monitor performance in customer service operations
- Take management actions to improve performance in customer service operations