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.
Course Details about Focus Awards Level 2 Diploma In Customer Service (RQF)
The Focus Awards Level 2 Diploma in Customer Service (RQF) is a nationally recognized qualification that focuses on developing practical customer service skills for individuals working in customer-facing roles. This qualification is part of the Regulated Qualifications Framework (RQF), which ensures it meets the standards required by employers across the UK. The course is designed to enhance the ability of learners to provide high-quality customer service, handling various scenarios, from inquiries to resolving complaints effectively.
Throughout the Focus Awards Level 2 Diploma in Customer Service, learners will gain a solid understanding of key customer service principles, including communication techniques, problem-solving, and teamwork. The qualification covers topics like maintaining customer relationships, understanding customer needs, and delivering a positive customer experience. This makes it an ideal choice for anyone looking to work in sectors such as retail, hospitality, healthcare, or any industry that prioritizes customer satisfaction.
One of the significant advantages of this diploma is its flexibility. It can be completed through a mix of online and in-person learning, allowing learners to study at their own pace and in a way that suits their lifestyle. This flexible approach makes it accessible for both individuals new to customer service and those already employed in the field who want to improve their skills and career prospects.
By earning the Focus Awards Level 2 Diploma in Customer Service, learners will be equipped with valuable skills that are highly sought after by employers. It can lead to career advancement opportunities, such as moving into higher customer service roles, supervisory positions, or even broader managerial roles within customer-centric industries. Ultimately, this qualification offers individuals the tools they need to succeed in providing exceptional service while boosting business performance.
Learning Outcomes for this Course
The Focus Awards Level 2 Diploma in Customer Service (RQF) equips learners with a wide range of essential skills and knowledge necessary to succeed in customer-facing roles. The learning outcomes of this course include:
- Develop Effective Communication Skills: Learners will acquire the ability to communicate clearly and professionally with customers, ensuring they understand customer needs and provide appropriate responses.
- Enhance Customer Service Knowledge: Learners will gain a solid understanding of customer service principles, including how to meet customer expectations, resolve complaints, and deliver a positive customer experience.
- Build Customer Relationships: This qualification enables learners to foster and maintain strong relationships with customers, increasing customer loyalty and satisfaction.
- Improve Problem-Solving and Decision-Making: Learners will develop the skills needed to address customer issues efficiently and effectively, ensuring a quick resolution and enhancing the overall customer experience.
- Apply Customer Service Skills in Different Environments: Learners will learn to adapt their customer service skills to a variety of settings, whether in retail, hospitality, healthcare, or other customer-oriented industries.
- Understand the Impact of Customer Service on Business Success: Learners will understand how exceptional customer service directly contributes to business growth, customer retention, and overall brand reputation.
- Work as Part of a Team: This course emphasizes the importance of teamwork in delivering effective customer service, helping learners work collaboratively to achieve common goals.
By achieving these learning outcomes, learners will be well-prepared to excel in customer service roles and improve their career prospects within the industry.
Entry Requirements for this Course
- 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.
Who is this course for
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.
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 C | ||||
| 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 | ||
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