Level 2 Certificate in Principles of Customer Service
To be eligible for funding you must be aged 19 or over, have been living in the European Union for the last 3 years and have not previously completed the course you are wanting to enrol on.
If you do not complete the course, you may be liable to a £100 resource and registration fee.
Would any of your employees benefit from completing a customer service skills course? This qualification aims to provide your employees with an understanding of customer service skills, including different organisational structures and current sales and consumer-related legislation.
Unit 1: Principles of customer service and delivery
In this unit your employees will be provided with a fundamental understanding of customer service and develop knowledge of legal and ethical requirements that relate to customer service and maintaining customer service information.
Unit 2: Understand customers
This unit will develop your employees’ knowledge of the different types of customers and the links between good customer service and customer loyalty, and how this affects an organisation’s reputation and image.
Unit 3: Understand employer organisations
In this unit your employees will learn about varied organisational structures and the differences between private, public and voluntary sectors. They will also learn about internal and external influences on organisations and why change in the business environment is important.
Unit 4: Understand how to communicate with customers
This unit will help your employees understand the importance of effective communication in customer service. Your employees will learn about different communication techniques and how to identify and adapt their communication style to offer the best customer service.
Unit 5: Understand how to handle customer information
In this unit your employees will learn about customer service information systems and handover procedures. They will also learn about 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 your employees with the knowledge needed to handle challenging customers. They will develop techniques to resolve problems and manage unresolved problems by referring to other sources.
Unit 7: Understand how to develop customer relationships
In this unit your employees will develop their understanding of how to develop customer relationships and the value of customer loyalty.
The benefits of this course include:
Once your employees have completed this course, they could progress on to the following:
Certificate in Principles of Business Administration
Certificate in Principles of Team Leading
Certificate in Understanding Retail Operations
Certificate in Principles of Customer Service
Certificate in Principles of Leadership and Management
|Full cost||Direct debit||Fully funded|
|£299||Initial payment of £29.90, 3 monthly payments of £89.70||To be eligible you must: