Level 2 Certificate in Principles of Customer Service
Retail
Level 2 Certificate in Principles of Customer Service
Price £1200
This is a regulated qualification. The regulated number for this qualification is 601/7070/0.
Level 2 Certificate in Principles of Customer Service is part of a suite of knowledge-based qualifications. It has been developed to enable learners to progress into employment in customer service roles or onto higher level studies.
This qualification may be eligible for funding.
Level 2 Certificate in Principles of Customer Service aims to:
provide learners with the underpinning knowledge that is required by employees to work in a range of different environments within a customer service role.
The objectives of the Level 2 Certificate in Principles of Customer Service are to help learners to:
develop essential knowledge of how to carry out customer service tasks, such as how to manage information and supporting events
know how to apply their knowledge in a variety of industries and job roles.
Essential skills
While completing this qualification, learners may develop the knowledge, understanding and essential skills employers look for in employees. These range from familiar ‘key skills’ such as team working, independent learning and problem solving, to more tricky-to-measure skills such as:
an appreciation for appropriate behaviour and dress
appropriate interpersonal skills
communicating with professional colleagues/peers and/or hierarchical seniors
supporting other aspiring employees
personal manners and deportment
understanding work practices and how different roles and departments function within an organisation.
This qualification consists of 3 mandatory units:
Unit 01 Principles of customer service and delivery
Unit 02 Understand customers
Unit 03 Understand employer organisations
and 10 optional units:
Unit 04 Understand how to communicate with customers
Unit 05 Understand how to communicate with customers using the telephone
Unit 06 Understand how to handle customer information
Unit 07 Understand how to deliver customer service online
Unit 08 Understand how to resolve problems and deliver customer service to challenging customers
Unit 09 Understand how to handle objections, promote additional products or services and close sales
Unit 10 Understand how to develop customer relationships
Unit 11 Understand how to process sales orders and provide post transaction customer service
Unit 12 Principles of equality and diversity in the workplace
Unit 13 Understand how to develop working relationships with colleagues
There are no specific recommended prior learning requirements for this qualification. However, learners may find it helpful if they’ve already achieved a Level 1 qualification.
Entry is at the discretion of the centre. However, learners must be aged 16 or above to undertake this qualification.
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Difficulty : Level 2 |