Certificate or Diploma in Customer Service
Competence based qualifications for those providing customer service Certificate or Diploma in Customer Service:
Advice NI offers this qualification at Level 1 (Certificate), Level 2 (Diploma), and Level 3 (Diploma). Who are these qualifications for?
The Customer Service qualifications are suitable for anyone working in a customer-facing role.
Level 1 (Certificate) This level is for people who are new to customer service, and wish to gain basic knowledge, understanding and experience of dealing with customers. (ProQual Only)
Level 2 (Diploma) This level is for Learners who work in the Customer Service sector and other related sectors (e.g. Contact Centres, Sales, Social media, Team Leading, Administration, Retail and other Technical sectors). Learners should have some experience in customer service and be able to handle more difficult customers. This qualification allows Learners to improve their skills and become more involved in making improvements to their team’s level of customer service.
Level 3 (Diploma) This level is for Learners with experience in customer service and have an understanding of customer service as a competitive tool and are proactive in finding solutions both within and externally to their organisation. Learners will have significant responsibility for the delivery of both internal and external customer service within their team or organisation. Learners will demonstrate their ability to analyse and respond to customers on a strategic level, suggesting improvements and leading in their implementation, using software solutions as appropriate.
Course Information: Level/Reference
Level 1 Certificate in Customer Service (Ref: CS1)
A
Credits Requirements Minimum Credit Value: 23
The learner must achieve the 14 credits from the Mandatory Group A.
PLUS a minimum of a further 11 credits must be achieved by completing the Optional Units as follows:
A Minimum of 6 credits from Optional Group B.
A Maximum of 3 credits can come from Optional Group C.
Level 2 Diploma in Customer Service (Ref: CS2)
A Minimum Credit Value: 45
The learner must achieve the 19 credits from the Mandatory Group A.
Plus a minimum of a further 26 credits must be achieved by completing the Optional Units as follows:
A Minimum of 3 credits from Optional Group B.
A minimum of 16 credits from Optional Group C.
A Maximum of 7 credits from Optional Group D.
13 Mandatory units include:
• Communicate using customer service language
• Follow the rules to deliver customer service
Mandatory Units Mandatory units include:
• Understand working in a customer service environment
• Work with others in a business environment
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