Course curriculum

  • 1
  • 2

    Unit 1 Organise and deliver customer service

    • Unit 1 Organise and deliver customer service

  • 3

    Unit 2 Understand the customer service environment

    • Unit 2 Understand the customer service environment

  • 4

    Unit 3 Understand customers and customer retention

    • Unit 3 Understand customers and customer retention

  • 5

    Unit 4 Resolve customers’ problems

    • Unit 4 Resolve customers’ problems

  • 6

    Unit 5 Principles of business

    • Unit standards Principles of business

  • 7

    Unit 6 Manage personal performance and development

    • Unit 6 Manage personal performance and development

  • 8

    Unit 9 Resolve customers’ complaints

    • Unit standards Resolve customers’ complaints

  • 9

    Unit 11 Monitor the quality of customer service interactions

    • Unit standards Monitor the quality of customer service interactions

  • 10

    Unit 17 Deliver customer service to challenging customers

    • Unit standards Deliver customer service to challenging customers

  • 11

    Unit 19 Support customer service improvements

    • Unit standards Support customer service improvements

  • 12

    Unit 30 Promote equality, diversity and inclusion in the workplace

    • Unit standards Promote equality, diversity and inclusion in the workplace

  • 13

    Unit 32 Manage individuals’ performance

    • Unit standards Manage individuals’ performance

  • 14

    Unit 43 Employee rights and responsibilities

    • Unit standards Employee rights and responsibilities