If you have some experience in customer service and are able to handle more difficult customers. You are looking to improve your own skills and become more involved in making improvements to your team's level of customer service.

You complete two core units:

1. Communicate using customer service language

2. Follow the rules to deliver customer service.

You also take 20 credits worth of optional units. You choose at least one unit from each of four groups:

• Impression and image group

• Delivery group

• Handling problems group

• Development and improvement group.

Examples of units include:

• Maintain a positive and customer-friendly attitude (Impression and image group)

• Promote additional services or products to customers (Impression and image group)

• Deal with customers using bespoke software (Delivery group)

• Deliver customer service using service partnerships (Delivery group)

• Monitor and solve customer service problems (Handling problems group)

• Apply risk assessment to customer service (Handling problems group)

• Lead a team to improve customer service (Development and improvement group)

• Gather, analyse and interpret customer feedback (Development and improvement group)