Level 2 and 3 Diploma in Business Support (4475-12/13)
Level 2 and 3 Diploma in Business Support (4475-12/13)
Level 2 and 3 Diploma in Business Support (4475-12/13)
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Unit 209 <strong>Support</strong><strong>in</strong>g the customer service environment<br />
<strong>Level</strong>: 2<br />
Credit value: 7<br />
UAN: J/600/0658<br />
Unit aim<br />
To enable c<strong>and</strong>idates to develop <strong>and</strong> apply the practical skills required to support the customer<br />
service environment.<br />
Learn<strong>in</strong>g outcomes<br />
There are four learn<strong>in</strong>g outcomes to this unit. The learner will:<br />
1. Be able to apply the practical skills required to deliver effective customer service<br />
2. Be able to demonstrate how to meet customer needs <strong>and</strong> expectations<br />
3. Be able to communicate effectively with customers<br />
4. Be able to apply customer service improvements <strong>and</strong> develop self<br />
Guided learn<strong>in</strong>g hours<br />
It is recommended that 65 hours should be allocated for this unit. This may be on a full-time or parttime<br />
basis.<br />
Details of the relationship between the unit <strong>and</strong> relevant National Occupational St<strong>and</strong>ards<br />
This unit is l<strong>in</strong>ked to the ICS National Occupational St<strong>and</strong>ards: NVQ <strong>Level</strong> 2 – 1, 5, 6, 9, 10, 11, <strong>12</strong>, <strong>13</strong>,<br />
14, 15, 16, 17, 18, 21, 22, 23, 31, 36, 37.<br />
Key Skills<br />
This unit contributes towards the Key Skills <strong>in</strong> the follow<strong>in</strong>g areas:<br />
• COM <strong>Level</strong> 1 – C1.1, C1.2, C1.3; <strong>Level</strong> 2 – C2.1a <strong>and</strong> 1b, C2.2<br />
• AON <strong>Level</strong> 1 - N1.1<br />
• ICT <strong>Level</strong> 1 – ICT1.1, ICT1.2<br />
Assessment <strong>and</strong> grad<strong>in</strong>g<br />
This unit will be assessed by:<br />
• an assignment cover<strong>in</strong>g practical skills <strong>and</strong> underp<strong>in</strong>n<strong>in</strong>g knowledge<br />
96 <strong>Level</strong> 2 <strong>and</strong> 3 <strong>Diploma</strong> <strong>in</strong> Bus<strong>in</strong>ess <strong>Support</strong> (<strong>4475</strong>-<strong>12</strong>/<strong>13</strong>)
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