Customer Services

Principles of Customer Service will provide you with the knowledge and attitudes required for working with customers.

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Level 2 Award in Principles of Customer Service

The Level 2 Award in Principles of Customer Service will provide you with an introduction to the knowledge and attitudes required for working within a customer service environment.

The qualification is suitable for those who want to work in customer service and who may already have some experience in a customer service-related role. It will help them 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

1. Customer Service Principles

2. Understanding Customer Service Delivery

Level 2 Certificate in Principles of Customer Service

The Level 2 Certificate in Principles of Customer Service builds on the focus from the Level 2 Award to provide you with underpinning occupational knowledge and skills as well as wider knowledge and skills to support your employability and career progression in the customer service sector.

The qualification will give you the opportunity to develop occupational knowledge and skills in communicating with customers, handling customer problems, supporting customer service improvements and direct selling. Learners will develop knowledge and skills that support employability and career progression, including personal development, health and safety at work, rights and responsibilities at work and understanding employer organisations.

You will build a portfolio including assignments and activities.

 

Delivery Units

Group A – 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

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