Level 2 Certificate in Principles of Customer Service

Teacher

Kingsgate International College

Category:

Business

Level

Course Length

8 to 12 Weeks on Average

Awarding Body

NCFE/CACHE

Learning Method(s)

Online Materials
Online Assessment

Are you looking to study a customer service online course? 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.

Course Contents:

Unit 1: Principles of customer service and delivery

This unit will provide you with 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

Within this unit you will develop knowledge of the 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 in terms of reputation and image.

Unit 3: Understand employer organisations

Here you will 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

Within this unit you will 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 in order to offer the best service possible.

Unit 5: Understand how to handle customer information

This unit will provide you with knowledge of customer service information systems and handover procedures. You will 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

Unit 6 will provide you with a solid foundation of knowledge to enable you to deal with challenging customers. You will 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

Within this unit you will gain an understanding of how to develop relationships with customers or potential customers. You will also study the value of customer loyalty and the customer’s expectations of you.

How am I assessed?

You will be assessed throughout your study by a series of assessment questions which are built into the course. Your answers are automatically saved and are available for you to revise and edit at any point before submission. You submit your assessment answers to your Tutor for marking, who will give you feedback on each question.

Do I have to meet with a Tutor or Learning Support Advisor?

No. The communication you and your staff have with a Tutor or Learning Support Advisor will be via telephone, email or through The Skills Network’s online system, EQUAL.

What happens if I do not pass an assessment?

If you do not pass an assessment, don’t worry. Once your Tutor has marked your work, you will receive an email instructing you to log into the system. If your result is ‘Refer’ this means your Tutor has highlighted some areas which need more attention in order for you to pass. You will then be able to re-attempt and re-submit the questions you didn’t pass first time round.

Is there a word count for assessments?

No. There are no maximum or minimum word counts for the assessments. It is important that you demonstrate to your Tutor that you have fully understood the question and applied your knowledge to each answer in a logical way. If your Tutor feels that an answer needs a little more detail, they will point this out in your feedback and you will be able to go back to the answer and rework it until you pass.

How long will it take for my certificate to arrive?

Your certificate will take between eight and twelve weeks to arrive. Once you have completed the course and submitted your final piece of work, your assessments will be marked and your work will go through an external quality assurance process. Once this process is complete, we send your certificate to you as soon as possible. If you require a confirmation of your achievement while you await your certificate, please contact us and we can send you a formal letter of achievement.

What is the difference between each assessment method?

In order to be as flexible as possible, we are able to offer different learning and assessment methods for each learner to choose from. Learners are able to select from paper-based learning resources and paper-based assessment books which should be returned in the post on completion. Or they could choose to be assessed online but use paper-based learning resources to learn from. Finally, on a growing selection of our courses, learners are not only able to complete their assessments online but can also complete their learning online through an engaging collection of videos, games, quizzes and interactive content pages. Learners can see which assessment methods are available on each course page throughout the website.