Level 2 Certificate in Principles of Customer Service
Course Overview
Looking to learn the basic principles of good customer service? This qualification provides the knowledge and skills required by employers to work in a range of different environments in a customer service role. Develop essential knowledge of how to carry out customer service related tasks such as how to manage information and support events. Once you have completed the qualification you will be able to apply your knowledge in a variety of industries and job roles.
In Scotland, this course is comparable to a Level 5 based on the Scottish Credit and Qualification Framework. Upon completion of the course, learners in Scotland will receive the college’s e-certificate.
Key Information
Course Length
8 to 12 weeks
Course Level
Level 2
Awarding Body
TQUK
(E-certificates upon achievement)
Learning Method(s)
Online materials
Online assessment
For Individuals
Benefits
- Fully online course
- Study from anywhere, at any time
- Gain an accredited level 2 qualification
- In Scotland, comparable to a Level 5 based on the Scottish Credit and Qualification Framework
- Nationally recognised
- Access to an award-winning e-learning platform
- Perfect for beginners
- Unlimited support from qualified tutors
- Receive a digital e-certificate upon completion
- No hidden costs
Cost and Funding Information
Course Price
£299.00
Direct Debit
Yes
Funded Course
England and Scotland Only
Study this course
Apply today and begin your journey to qualification
Apply nowBuy the course today and begin your journey to qualification
Unit 1: Principles of customer service and delivery
This unit will provide the fundamental knowledge and understanding needed to work in a customer service role. Develop knowledge of the legal and ethical requirements that relate to customer service and maintaining customer service information.
Unit 2: Understand customers
This unit develops knowledge of the different types of customers. Study the links between good customer service and customer loyalty, as well as how these factors affect the organisation in terms of reputation and image.
Unit 3: Understand employer organisations
Look at a variety of organisational structures and the differences between private, public and voluntary sectors. Discover the internal and external influences on organisations, and why change in the business environment is important.
Unit 4: Understand how to communicate with customers
Gain a thorough understanding of the importance of effective communication in customer service. Look at different communication techniques and how to identify and adapt your own communication style in order to offer the best service possible.
Unit 5: Understand how to handle customer information
This unit will provide the knowledge of customer service information systems and handover procedures. Learn about the different responsibilities and levels of authority for processing customer service information.
Unit 6: Understand how to resolve problems and deliver customer service to challenging customers
This unit will provide a solid foundation of knowledge to enable you to deal with challenging customers. Develop knowledge of techniques available to resolve problems and manage unresolved problems by referring to other sources.
Unit 7: Understand how to develop customer relationships
Within this unit, gain an understanding of how to develop relationships with customers or potential customers. Also study the value of customer loyalty and the customer’s expectations.
For Businesses
With our combination of market-leading learning resources, exceptional customer service and award-winning LMS solutions, we are confident we can assist with your education and training delivery needs.
Enquire nowNeed some more information?
Check out our Frequently asked question via the link below