City & Guilds Customer Services
Level 2
Manditory
Customer Service Foundations
Unit 101 Communicate using customer service language
Unit 201 Follow the rules to deliver customer service
Optional
Impression and Image
Unit 203 Give customers a positive impression of yourself and your organisation
Unit 209 Deal with customers face to face
Unit 210 Deal with incoming telephone calls from customers
Delivery
Unit 104 Do your job in a customer friendly way
Unit 212 Deliver reliable customer service
Handling Problems
Unit 105 Recognise and deal with customer queries, requests and problems
Unit 219 Resolve customer service problems
Development and Improvement
Unit 222 Support customer service improvements
Unit 313 Work with others to improve customer service
Minimum Credit Value : 28
A minimum of 15 credits must be at Level 2
The learner must achieve 8 credits from the Manditory Units
A further 20 credits must be achieved by completing a minimum of one unit from each Optional Group
Level 3
Manditory
Customer Service Foundations
Unit 301 Demonstrate understanding of customer service
Unit 302 Demonstrate understanding of the rules that impact on
improvements in customer service
Optional
Impression and Image
Unit 202 Communicate effectively with customers
Unit 203 Give customers a positive impression of yourself and your organisation
Unit 204 Promote additional services or products to customers
Unit 207 Make customer service personal
Unit 209 Deal with customers face to face
Unit 211 Make telephone calls to customers
Delivery
Unit 212 Deliver reliable customer service
Unit 213 Deliver customer service on your customers premises
Unit 308 Organise the delivery of reliable customer service
Unit 407 Review the quality of customer service
Handling Problems
Unit 219 Resolve customer service problems
Unit 220 Deliver customer service to difficult customers
Development and Improvement
Unit 222 Support customer service improvements
Unit 313 Work with others to improve customer service
Unit 316 Lead a team to improve customer service
Level 3 Qualifications made up of 2 off Manditory and 5 off Optional Units
Minimum Credit Value : 42
A minimum of 22 credits must be at Level 3
The learner must achieve 12 credits from the Manditory Units
A further 30 credits must be achieved by completing a minimum of one unit from each Optional Group
