Focus Awards Level 2 Diploma In Customer Service (RQF)
The Focus Awards Level 2 Diploma in Customer Service (RQF) is an industry-recognized qualification designed for individuals who want to build or enhance their skills in customer service. This qualification is ideal for those working in customer-facing roles, such as retail, hospitality, healthcare, and call centers. It is a comprehensive program that equips learners with the knowledge and practical skills necessary to provide excellent customer service and enhance the overall customer experience.
The Level 2 Diploma in Customer Service (RQF) covers a wide range of essential topics, including communication, problem-solving, teamwork, and handling customer complaints. By completing this qualification, individuals will gain a deeper understanding of how to meet and exceed customer expectations, address customer queries effectively, and contribute to a positive customer journey. It is structured to cater to learners at all levels, from those new to the sector to those looking to refine their expertise.
One of the key benefits of the Focus Awards Level 2 Diploma in Customer Service is its flexible learning approach. The qualification is designed to be adaptable to the learner’s schedule and can be completed through a variety of study methods, including online learning, classroom-based sessions, or a blend of both. This flexibility ensures that individuals can learn at their own pace while balancing work and personal commitments.
For employers, the Focus Awards Level 2 Diploma in Customer Service offers a chance to upskill employees and improve the overall performance of their customer service teams. Having a workforce that is well-trained in customer service best practices can lead to higher customer satisfaction, improved retention rates, and a better reputation for the business. Additionally, investing in employee development demonstrates a commitment to enhancing service standards and customer relations, which can be a competitive advantage in any industry.
Upon successful completion of the diploma, learners will receive a qualification that is recognized by employers across the UK. This credential can open doors to a variety of career opportunities within the customer service sector and beyond. Whether seeking a promotion, a new job, or further professional development, the Focus Awards Level 2 Diploma in Customer Service (RQF) provides a solid foundation for career progression.
The Focus Awards Level 2 Diploma in Customer Service (RQF) is an essential qualification for anyone looking to pursue or advance in a customer service career. It provides the skills, knowledge, and confidence needed to deliver outstanding customer service, making it a valuable asset for both employees and employers. With its flexible learning options and comprehensive curriculum, this diploma is a great choice for those looking to make a lasting impact in the customer service industry.
- Age: Learners must be at least 16 years old.
- Previous Experience: No formal experience is required, though a basic understanding of customer service is beneficial.
- English Language: Learners should have basic proficiency in English to understand course materials and complete assessments.
- Assessment: Learners must demonstrate the ability to work in a customer service role or have access to a work placement where they can apply the skills learned.
Mandatory Units
The Focus Awards Level 2 Diploma In Customer Service (RQF) qualification, learners must achieve 19 credits from the mandatory units, a minimum of 3 credits from group B, minimum of 16 credits from group C and a maximum of 7 credits from group D.
Mandatory Units
| Unit Title | GLH | Credit |
| Mandatory Units | ||
| Deliver customer service | 27 | 5 |
| Understand customers | 17 | 2 |
| Principles of customer service | 34 | 4 |
| Understand employer organisations | 40 | 4 |
| Manage personal performance and development | 18 | 4 |
| Group A | ||||
| Communicate verbally with customers | 14 | 3 | ||
| Communicate with customers in writing | 20 | 3 | ||
| Group B | ||||
| Deal with incoming telephone calls from customers | 16 | 3 | ||
| Make telephone calls to customers | 16 | 3 | ||
| Promote additional products and/or services to customers | 14 | 2 | ||
| Process information about customers | 14 | 3 | ||
| Exceed customer expectations | 15 | 3 | ||
| Deliver customer service whilst working on customers’ premises | 20 | 4 | ||
| Carry out customer service handovers | 15 | 3 | ||
| Resolve customer service problems | 22 | 5 | ||
| Deliver customer service to challenging customers | 16 | 3 | ||
| Develop customer relationships | 18 | 3 | ||
| Support customer service improvements | 12 | 3 | ||
| Support customers through real-time online customer service | 15 | 3 | ||
| Use social media to deliver customer service | 18 | 3 | ||
| Resolve customers’ complaints | 22 | 4 | ||
| Gather, analyse and interpret customer feedback | 24 | 5 | ||
| Support customers using self-service equipment | 18 | 3 | ||
| Provide post-transaction customer service | 22 | 5 | ||
| Deal with incoming telephone calls from customers | 16 | 3 | ||
| Group D | ||||
| Health and safety orocedures in the workplace | 16 | 2 | ||
| Manage diary systems | 12 | 2 | ||
| Provide reception services | 15 | 3 | ||
| Contribute to the organisation of an event | 23 | 3 | ||
| Buddy a colleague to develop their skills | 19 | 3 | ||
| Employee rights and responsibilities | 16 | 2 | ||
| Develop working relationships with colleagues | 19 | 3 | ||
| Principles of equality and diversity in the workplace | 10 | 2 | ||
| Processing sales orders | 17 | 2 | ||
| Meeting customers’ after sales needs | 14 | 3 | ||
| Handling objections and closing sales | 22 | 3 | ||
| Deal with incidents through a contact centre | 22 | 3 | ||
| Carry out direct sales activities in a contact centre | 15 | 5 | ||
| Negotiate in a business environment | 18 | 4 | ||
| Bespoke Software | 20 | 3 | ||
| Health and safety orocedures in the workplace | 16 | 2 | ||
Learning Outcomes for Focus Awards Level 2 NVQ Certificate in Customer Service (RQF)
The Focus Awards Level 2 NVQ Certificate in Customer Service (RQF) offers a wide range of study units that prepare individuals for various roles in customer service. Upon completing this course, learners will gain valuable skills and knowledge to succeed in a customer-facing environment. Below are the key learning outcomes for each study unit:
Mandatory Units
- Deliver Customer Service
- Provide high-quality customer service that meets the needs of the customer and the organization.
- Develop strategies for consistently delivering excellent service.
- Understand Customers
- Gain insight into customer behavior, needs, and expectations.
- Learn how to address and exceed customer requirements.
- Principles of Customer Service
- Understand the fundamental principles and practices of delivering effective customer service.
- Apply customer service principles to a variety of scenarios.
- Understand Employer Organisations
- Learn the structure, roles, and functions of organizations that provide customer service.
- Understand the importance of customer service within an organization’s framework.
- Manage Personal Performance and Development
- Set personal goals and manage time effectively to improve customer service delivery.
- Take responsibility for personal performance and development.
Group A (Communication)
- Communicate Verbally with Customers
- Master verbal communication techniques to engage customers and address their needs effectively.
- Demonstrate active listening skills and respond appropriately.
- Communicate with Customers in Writing
- Develop professional writing skills for clear, concise, and effective customer communication.
- Learn how to adapt written communication based on customer needs and context.
Group B (Customer Service Skills)
- Deal with Incoming Telephone Calls from Customers
- Handle customer calls professionally, addressing queries and concerns with patience and efficiency.
- Make Telephone Calls to Customers
- Initiate calls to customers in a professional manner, addressing their needs and maintaining service quality.
- Promote Additional Products and/or Services to Customers
- Upsell and cross-sell products or services in a way that adds value to the customer.
- Process Information About Customers
- Collect and process customer data accurately to maintain up-to-date records.
- Exceed Customer Expectations
- Strive to deliver service that goes beyond customer expectations, creating loyal relationships.
- Deliver Customer Service Whilst Working on Customers’ Premises
- Understand the dynamics of delivering service at customer locations and adjust service delivery accordingly.
- Carry Out Customer Service Handover
- Ensure smooth transitions and handovers in customer service tasks to other team members or departments.
- Resolve Customer Service Problems
- Identify and resolve customer complaints or issues promptly, ensuring customer satisfaction.
- Deliver Customer Service to Challenging Customers
- Manage difficult situations with challenging customers while maintaining professionalism.
- Develop Customer Relationships
- Build strong, lasting relationships with customers to enhance loyalty and repeat business.
- Support Customer Service Improvements
- Contribute to identifying areas for improvement in customer service practices and procedures.
- Support Customers Through Real-Time Online Customer Service
- Utilize online platforms to assist customers effectively in real-time.
- Use Social Media to Deliver Customer Service
- Leverage social media channels to provide quick and responsive customer service.
- Resolve Customers’ Complaints
- Handle customer complaints effectively, using problem-solving skills to ensure satisfaction.
- Gather, Analyse and Interpret Customer Feedback
- Collect and analyze customer feedback to improve services and enhance customer experience.
- Support Customers Using Self-Service Equipment
- Assist customers in using self-service tools or machines to complete transactions independently.
- Provide Post-Transaction Customer Service
- Offer continued support and service after a transaction, ensuring complete customer satisfaction.
Group C (Additional Skills and Knowledge)
- Health and Safety Procedures in the Workplace
- Understand and follow workplace health and safety protocols to ensure a safe environment for both employees and customers.
- Manage Diary Systems
- Learn to manage and organize appointment schedules efficiently for customers and team members.
- Provide Reception Services
- Gain skills in greeting and assisting visitors, answering queries, and maintaining a professional front desk.
- Contribute to the Organisation of an Event
- Assist in the planning, organizing, and execution of events, ensuring customer satisfaction.
- Buddy a Colleague to Develop Their Skills
- Support the development of peers and colleagues by sharing knowledge and skills.
- Employee Rights and Responsibilities
- Understand your rights and responsibilities as an employee in the customer service industry.
- Develop Working Relationships with Colleagues
- Build strong, collaborative relationships with colleagues to improve team performance and service quality.
- Principles of Equality and Diversity in the Workplace
- Recognize the importance of diversity and equality in providing fair and inclusive customer service.
- Processing Sales Orders
- Manage sales orders effectively, ensuring accurate order processing and delivery.
- Meeting Customers’ After Sales Needs
- Address customer needs following a sale, providing ongoing support and resolving any issues.
- Handling Objections and Closing Sales
- Overcome objections and successfully close sales through effective communication and negotiation.
- Deal with Incidents Through a Contact Centre
- Handle customer service issues and incidents efficiently through contact center platforms.
- Carry Out Direct Sales Activities in a Contact Centre
- Engage in sales activities directly with customers, ensuring service excellence in every interaction.
- Negotiate in a Business Environment
- Use negotiation skills to reach mutually beneficial agreements in a customer service context.
- Bespoke Software
- Become proficient in using specialized software for customer service tasks.
- Health and Safety Procedures in the Workplace (repeated)
- Ensure that all health and safety procedures are followed to protect both staff and customers.
The Focus Awards Level 2 Diploma in Customer Service (RQF) is designed for individuals who are either new to customer service roles or looking to enhance their existing skills in the field. It is ideal for:
- Individuals Seeking a Career in Customer Service: Those looking to enter customer-facing roles in industries like retail, hospitality, healthcare, or call centers.
- Employees in Customer Service Positions: Those currently employed in customer service who wish to formalize or enhance their skills, improve their performance, and advance their careers.
- Managers and Supervisors: Professionals in supervisory or management roles who need to develop their team’s customer service abilities and foster an environment of excellent service delivery.
- Career Changers: Individuals transitioning to customer service from other fields who need to acquire foundational knowledge and skills.
This qualification is beneficial for anyone aiming to build or strengthen their customer service expertise and pursue further career advancement in customer-centric industries.
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