Customer Service QCF Levels 2 & 3www.jigsaw-training.co.uk

Customer Service QCF Levels 2 & 3 (Qualifications Curriculum Framework)

It is well known that good customer service leads to customer satisfaction. Listening, helping and meeting the needs of the customer can help meet  their high expectations and enhance their experience of a service or purchase of a product. The qualification is suitable for all types of people in any role, in any industry. There are no entry requirements for this qualification.

Unit 012 - Principles of Customer Service Level 2

Learning outcomes

There are six learning outcomes to this unit. The candidate will be able to: 

• Describe how to deliver good customer service to different types of customers
• Describe organisational customer service policies and procedures
• Explain the benefits to an organisation of having a good reputation
• Describe the qualities and attributes required in the customer service role
• Explain the importance of responding effectively to customers’ needs, expectations and complaints
• Explain the importance of different methods of communication used to deal with different types of customers.

Unit 013 - Principles of Customer Service Level 3

Learning outcomes

There are seven learning outcomes to this unit. The candidate will be able to:

• Explain the key features of a service offer and its effects on customer expectations
• Describe how to deliver reliable customer service
• Explain how to deal with different customer behaviours to ensure customer satisfaction
• Describe how customer service can be developed and improved
• Explain how promotion of products and services can benefit the customer and the organisation
• Explain the benefits of team-working in delivering good customer service
• Describe how to develop the customer service skills of self and others