Principles of Customer Service

Distance Learning Level 2 Certificate

a women serving a customer their coffee

Availability & Details

Principles of Customer Service - Level 2 - Distance Learning Havant - Skills Network HD-CUSE2C-G(2123)000

Venue
Online/Distance Learning (Administrated from Havant)

Type of study

Dates
01-Aug-2021 - 31-Jul-2023 (weeks)

Examination board
NCFE
Fees
Course Co-Funded Fee £0.00
Exam Co-Funded Fee £0.00
Course Full Fee £670.00
Exam Full Fee £54.00
Course Fully-Funded £0.00
Exam Fully-Funded £0.00

How to apply

Contact us


Overview

This qualification enables you to develop existing skills and gain knowledge of key areas for efficient customer service, such as communicating with customers and handling customer information. This qualification is also ideal if you are currently working in a customer facing role or anyone who is looking to get a job where the role invoves customer service knowledge as a key component of the position.

 

There is an expectation that learners would have a minimum of Level 1 English or skills at that level prior to enrolment.

Unit 1 – Principles of customer service and delivery – this unit focuses on customer service and its effective delivery. Legal and ethical requirements relating to customer service and maintaining customer service.

Unit 2 – Understand customers – this unit focuses on the different types of customers, relationship between good customer service and customer loyalty and how this affects the organisation in terms of reputation and image.

Unit 3 – Understand employer organisations – this unit focuses on organisational structures and environments.

Unit 4 – Understand how to communicate with customers – this unit focuses on written and verbal business communication.

Unit 5 – Understand how to handle customer information – focusing on different ways that you can effectively manage customer information.

Unit 6 – Understand how to resolve problems and deliver customer service to challenging customers – this unit focuses on how to deal with challenging customers and techniques to resolve problems. You will learn how to identify problems, agree solutions and manage unresolved problems.

Unit 7 – Understand how to develop customer relationships – this unit aims to develop the knowledge and skills required to develop customer relationships.

Once you have enrolled on the course, you will be allocated a tutor and assigned to your learning platform. Induction will follow and then you will be able to commence your course. 

You will be assessed by submitting individual units of work and receive feedback for each unit as you progress. There is no final exam.

This course is free to all learners.

On completion of this course you will be workplace ready or have enhanced your existing work skills. You could progress on to any other distance learning course or look into Level 3 options.


My experience at the College was great, it’s very different to school, and I think it’s a good step to going to university. The support was amazing, I loved all of my teachers, they helped me through everything. The College is friendly and you will succeed.

Heidi Adamson Brattland, A Level student

My time at the college was definitely life changing, I have learnt a lot of new skills, and obviously it’s a completely new experience. The support was great, there was always people there to help and try make it as easy as they can for you. The college is really fantastic, it has helped me on the way to get to what I want to achieve within my career goals.

Erin Morgan, BTEC student

I got into both of the universities I wanted to. It happens so fast and it’s an amazing feeling when you think that all of the work you’ve done has paid off in the best way possible.

Anton Sukhorukov, A Level student