L6 Customer Service – Level 5/6/7/8/9

Mandatory Units

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