Key Information

Course Length: 16 weeks on average

Awarding Body: TQUK (E-certificates upon achievement)

Learning Method(s)

Online materials
Paper materials
Online assessment
Paper assessment
There is no prior qualification needed to access this course however; learners must be aged 16 years or over.

This course is part of our fully funded range of Level 2 courses so is free to the majority of learners – eligibility criteria applies.

Course Content

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.

Progression Courses:

Eligibility criteria

This is a guide to the eligibility criteria if you are not sure about anything please get in touch with us.

• Learner will be undertaking their learning within England
• Learner is aged 19 or above
• Learners aged 19-23 year olds must have already achieved a level 2 qualification or equivalent
• For learners aged 24+ there are no formal entry requirement but they would find it helpful to have a good standard of English and Math’s
• Learners are a resident of the EEU (European Economic Area) and have been for at least 3 years

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