| Qualification Number |
601/3618/2
|
|---|
| Title |
IQ Level 2 Diploma in Customer Service (QCF)
|
|---|
| Category |
National
|
|---|
| Sector |
General Skills
|
Business & Administration
|
|---|
| Operational Start Date |
01/09/2014
|
|---|
| Operational End Date |
31/08/2017
|
|---|
| Total Units |
39 |
Min Credit |
45 |
|---|
| Min Guided Learning Hours |
245 |
Max Guided Learning Hours |
305 |
|---|
| Min Age From |
16 |
Min Age To |
100 |
|---|
Registration Fee : £51.00
This is the administrative fee that IQ charges centres to register a learner on this qualification, and NOT a training fee. All fees include registration, certification and postage (international delivery rates may apply).
Qualification Purpose
For Qualification Purpose Statement please click here
About this Qualification
On the 01/09/2014, this qualification replaced the:
IQ Level 2 NVQ Certificate in Customer Service (QCF) 600/2832/4
IQ Level 2 Certificate in Customer Service (QCF) 600/6056/6
Learners must only register for this qualification. Learners who were already registered on the old qualifications have until 31/08/2016 to be certified.
Details
The IQ Level 2 Diploma in Customer Service (QCF) is a qualification aimed at individuals who intend to develop and gain formal recognition of their knowledge, understanding and competence of working in customer service. The qualification is generic, so it is suitable for individuals working or with access to work in a variety of roles in which customer service is a major component.
In the mandatory units, all learners will cover the essentials of delivering customer service, understanding customers, employer organisations and managing personal performance and development. There are a range of optional units allowing learners scope to choose those areas most relevant to them, including but not limited to: verbal, telephone, written and real-time online communication with customers, processing customer information, exceeding expectations, resolving customer service problems and complaints, relationships, handovers, service improvements, negotiation, contact centres, buddying colleagues, social media, health and safety, employee rights and responsibilities, equality and diversity in the workplace, promoting products and services, self-service equipment, diary systems, events, analysing customer feedback, reception services, working on customers’ premises, software, processing sales orders, post-transaction customer service, after sales needs, handling objections and closing sales. The majority of the units are competence-based but there are also knowledge-based units. Objectives of the qualification include: preparing learners to progress to a qualification in the same subject area but at a higher level or requiring more specific knowledge, skills and understanding, meeting relevant programmes of learning, preparing learners for employment and supporting a role in the workplace.
This qualification is the combined component of the Intermediate Apprenticeship in Customer Service.
Progression
Learners who achieve this qualification can progress to the Level 3 Diploma in Customer Service (QCF) using credits already achieved as there is an overlap of units. They can also progress to a variety of other apprenticeship qualifications including the IQ IAM Level 2 Diploma in Team Leading (QCF) and the IQ IAM Level 2 Diploma in Business Administration (QCF).
Sector
15.2 Administration.
Take this Qualification
If you are interested in taking this qualification and would like to find your nearest IQ centre, please give us a call on 01952 457 452 and a member of our team will be happy to help.
Structure
To achieve this qualification, learners must complete a minimum of 45 credits: 19 credits from the Mandatory Group, a minimum of 3 credits from Optional Group A and a minimum of 16 credits from Optional Group B. A maximum of 7 credits can come from Optional Group C.
Assessment
Assessment is by portfolio, internally set and marked and quality assured by IQ. An Achievement Record for this qualification which includes the forms necessary to map and claim knowledge and competence is available to download from the IQ website. Holistic assessment, when appropriate, is encouraged; evidence for each assessment criterion must be clearly mapped.
Evidence for competence-based units in this qualification must demonstrate the learner’s consistent competence in the workplace. They must be met and assessed in line with the appropriate assessment strategy as indicated in the ‘Guidance on Delivery and Assessment’ section of the unit.
Knowledge-based units in this qualification must be assessed using methods appropriate to the assessment of knowledge and understanding. These can be assessed by a variety of methods including:
- Question and answer test
- Multiple choice questions
- Question and answer verbal (ensure records are kept)
- Essay
- Other
Many of the units in this qualification feature additional assessment guidance for some assessment criteria. The purpose of this is to clarify and define elements of the assessment criterion as required. Assessment guidance provided is for example purposes only and is not intended to be exhaustive.
This qualification is not graded, successful learners achieve a pass.
Learner Entry Requirements
There are no formal entry requirements. However, learners should be able to work at level 1 or above or have equivalent work experience in the customer service area.
Tutor Requirements
All trainers delivering this qualification must meet the requirements as per the assessment strategies found at the end of this page:
Appendix A: Skills CFA Assessment Strategy Competence units (S/NVQ)
Appendix B: ITQ Assessment Strategy England, Wales and Northern Ireland
Appendix C: Skills CFA Assessment Strategy 2010 Sales Standards
Appendix D: Skills CfA Assessment Strategy Contact Centre Operations
Centre Requirements
Centres must be approved by IQ in order to offer this qualification.
Downloadable Resources