This course has seven units:
- Unit 1: Principles of customer service and delivery.
Cover the fundamental knowledge and understanding needed to work in a customer service role. You will develop knowledge of the legal and ethical requirements that relate to customer service and maintaining customer service information.
- Unit 2: Understand customers. Develop the knowledge of different types of customers. You will also study the links between good customer service and customer loyalty, as well as how these factors affect the organisation’s reputation and image.
- Unit 3: Understand employer organisations. Look at a variety of organisational structures and the differences between private, public and voluntary sectors. You will 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. You will look at different communication techniques and how to identify and adapt your own communication style to offer the best service possible.
- Unit 5: Understand how to handle customer information.
This unit provides 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 provides you with a solid foundation of knowledge to enable you to deal with challenging customers. Develop knowledge of techniques you can use to resolve problems and manage unresolved problems by referring to other sources.
- Unit 7: Understand how to develop customer relationships.
Gain an understanding of how to develop relationships with customers/potential customers, study the value of customer loyalty and customer’s expectations.
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Entry requirements
- If you are aged 19-23 you need to have previously achieved a full level 2 qualification.
- If you are aged 24 + you would be fully funded if you are unemployed and in receipt of benefits.
- If you are working but earning less than £25,642.50 per year, are aged 19 – 23 and have achieved a full Level 2, you will be fully funded.
- If you are working but earning less than £25,642.50 per year and are aged 24+, you will be fully funded.
- If you are not working or receiving benefits, you will be co-funded if you also meet the other criteria – if you are not sure, please get in touch.
- You must live in a London borough postcode, known as the Greater London Authority area. Please look up here: https://www.london.gov.uk/sites/default/files/gla_postcode_map_a3_map1.pdf
- If you are aged 19-23 you need to have previously achieved a full level 2 qualification.
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Who is the course for?
This qualification will provide you with the underpinning knowledge required by employers to work in a range of different environments in a customer service role. You will 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.
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Study methods
Online learning materials with online assessment. Studying via distance learning means you can choose when and where you study. We ensure you get all the support you need throughout your course in the form of a personal Tutor and a Learner Support Advisor
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How is the course assessed?
Online assessment
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More information
For more information, call Giles Strachan on 01895 853653 / 07956 358630 or email at
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Where Next – Job Opportunities
This qualification could assist you in gaining the following employment opportunities and potential salaries:
- Customer Service Manager – up to £25,000
- Receptionist – up to £24,000
- Retail assistant – up to £23,000.
- Customer Service Manager – up to £25,000
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Where Next – Further Studies
Our other Level 2 certificate courses will be a great way to progress.
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Fees
Free, subject to entry requirements.
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How to apply
To apply for a course either click the APPLY NOW button - fill out the form online and submit
OR download an application form here and post it to the address on the form.
When we have received your application we will contact you to arrange an interview time.
