L5 Customer Service – Level 5/6/7/8/9

Mandatory Units

Candidates must complete the following Units:

Communicate Using Customer Service Language

• Identify customers and their characteristics and expectations
• Identify your organisation's services and products

Follow the Rules to Deliver Customer Service

• Follow your organisation's customer service practices and procedures
• Follow legislation and external regulation that relate to customer service

Optional Units

Candidates must complete seven of the following Units: (Candidates must take one unit from Group B, C, D and E. A further unit can be selected from any of Groups B, C, D or E)

Group B

Communicate Effectively with Customers

Give Customers a Positive Impression of Yourself and Your Organisation

• Establish rapport with customers
• Respond appropriately to customers
• Communicate information to customers

Promote Additional Services or Products to Customers

• Identify additional services or products that are available
• Inform customers about additional services or products
• Gain customer commitment to using additional services or products

Process Information about Customers

• Collect information about customers
• Select and retrieve information about customers

Live Up to the Customer Service Promise

• Understand and explain the customer service promise
• Produce customer satisfaction by delivering the customer service promise

Make Customer Service Personal

• Identify opportunities for making customer service personal
• Treat your customer as an individual

Go the Extra Mile in Customer Service

• Distinguish between routine service standards and going the extra mile
• Check that your extra mile ideas are feasible
• Go the extra mile

Deal with Customers Face-to-Face

• Communicate effectively with your customer
• Improve the rapport with your customer through body language

Deal with Incoming Telephone Calls from Customers

• Use communication systems effectively
• Establish rapport with customers who are calling
• Deal effectively with customer questions and requests

Make Telephone Calls to Customers

• Plan your calls effectively
• Use communication systems effectively
• Make focused calls to your customer

Group C

Deliver Reliable Customer Service

• Prepare to deal with your customers
• Give consistent service to customers
• Check customer service delivery

Deliver Customer Service on Your Customers' Premises

• Establish a rapport with your customer
• Combine customer service with your other skills and expertise

Recognise Diversity when Delivering Customer Service

• Respect customers as individuals and promote equality in customer service
• Adapt customer service to recognise the different needs and expectations of diverse groups of customers

Deal with Customers Across a Language Divide

• Prepare to deal with customers with a different first language
• Deal with customers who speak a different first language to your own

Use Questioning Techniques When Delivering Customer Service

• Establish rapport and identify customer concerns
• Seek detailed information from customers using questioning techniques

Deal with Customers Using Bespoke Software

• Prepare to deliver customer service using bespoke software
• Deliver customer service using bespoke software

Maintain Customer Service Through Effective Hand Over

• Agree joint responsibilities in a customer service team
• Check that customer service actions are seen through by working together with colleague

Group D

Resolve Customer Service Problems

• Spot customer service problems
• Pick the best solution to resolve customer service problems
• Take action to resolve customer service problems

Deliver Customer Service to Difficult Customers

• Recognise when customers may be difficult to deal with
• Deal with difficult customers

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 E

Develop Customer Relationships

• Build your customer's confidence that the service you give will be excellent
• Meet the expectations of your customers
• Develop the long-term relationship between your customer and your organisation

Support Customer Service Improvements

• Use feedback to identify potential customer service improvements
• Implement changes in customer service
• Assist with the evaluation of changes in customer service

Develop Personal Performance Through Delivering Customer Service

• Review performance in your customer service role
• Prepare a personal development plan and keep it up to date
• Undertake development activities and obtain feedback on your customer service performance

Support Customers Using On-line Customer Services

• Establish the type and level of support your customer needs to achieve on-line customer service
• Support on-line customer service in conversation with your customer

Buddy a Colleague to Develop Their Customer Service Skills

• Plan and prepare to buddy a colleague
• Support your buddy colleague on the job
• Provide buddy support off the job

Develop Your Own Customer Service Skills Through Self-study

• Find ways to learn more about customer service and your job
• Use sources of self-development to extend your customer service skills and knowledge

Support Customers Using Self-service Technology

• Identify the type of help needed by a customer using self-service technology
• Assist a customer using self-service technology