Who is this course for?

The Level 2 Award in Principles of Customer Service qualification is suitable for those who want to work in customer service and may already have some experience in a customer service-related role.

‍

What will I learn?

Learners will be provided with an introduction to the knowledge and attitudes required for working within a customer service environment and better understand the concepts that inform the principles and practices of customer service.

The qualification will give you the opportunity to develop knowledge of the role and function of customer service, the value of customer loyalty and how legislation affects customer service delivery. You will also develop knowledge of the requirements for working in a customer-facing job role, including how to deliver reliable customer service, how to interact positively with customers and work effectively in a team delivering customer service.

You will build a portfolio including assignments and activities.

Delivery Units:

Mandatory Units

• 1. Customer Service Principles
• 2. Understanding Customer Service Delivery
• 3. Communicating with Customers

‍

Optional Units

• 4. Understanding how to Support Customer Service Improvements
• 5. Understanding how to Handle Customer Problems
• 6. Social Media in Customer Service Delivery
• 7. Employee Rights and Responsibilities
• 8. Understanding Personal Development
• 9. Principles of Direct Selling
• 10. Health and Safety at Work
• 11. Understand Employer Organisations

‍

Qualifications Included:

Level 2 Award in Principles of Customer Service

Level 2 Certificate in Principles of Customer Service

‍

Progression:

From the award to the certificate and further career development working directly with customers.

‍

What are the entry requirements?

Learners must be 19 years old or above.