Certificate in Principles of Customer Service Level 2 (SKI24S023)
Employability
We're not taking online enrolments for this offering at the moment, contact your local centre using the details below for more information
Mode of attendance: Flexible
Number of weeks: 13
Venue: Online Delivery
Free Course
About the course:
Unit 1 summary:
In this unit, learners will explore the core principles of customer service. They will learn about the value of a service offer and the importance of high quality customer service. They will look at legislation relating to customer service, how to identify needs and expectations, how to manage customer service information, how to handle customer problems and complaints, and the importance of brand power to an organisation and a brand promise.
Unit 2 summary:
Learners will be able to recognise the difference between internal and external customers and characteristics of challenging customers as well as how to deal with dissatisfied customers. They will also learn about reputation and image and how this relates to customer loyalty.
Unit 3 summary:
Learners will look at the differences between the private, public and voluntary sector, different types of organisational structure, internal and external influences on organisations, SWOT and PESTLE, and the importance of changes to working methods.
Unit 4 summary:
This unit will cover using appropriate tone of voice, expression and body language with customers, customer service language, active listening and paraphrasing, guidelines for written communication, and the implications of confidentiality and data protection when communicating in writing with customers.
Unit 5 summary:
This unit will cover the function of customer information systems, the lines of communication for customer information and customer service handover procedures.
Unit 6 summary:
In this unit, learners will look at different types of challenging customers and how to deal with them. This includes procedures for dealing with customers who are abusive or violent. They will also learn about how to identify and resolve problems and complaints and what their own level of authority is in relation to this.
Unit 7 summary:
Learners will begin looking at how to develop customer relationships, by examining how customer expectations change over time and how to use feedback and communication to retain loyalty. They will learn about how expectation are formed and how to add value to products and services, as well as how to identify and implement improvements to service delivery.
How will the course be delivered?
Online distance learning through the EQUAL platform, online learning resources with feedback from an assessor
What do I need to bring?
Laptop/PC
What are the entry requirements?
19+, no formal entry requirements
What can I do next?
Successful learners can progress to other qualifications such as:
• TQUK Level 2 Diploma in Customer Service
• TQUK Level 3 Certificate in Principles of Customer Service
• TQUK Level 3 Diploma in Customer Service
The knowledge gained can also be applied in other sectors such as:
• Travel and Tourism
• Sport, Leisure and Recreation
• Retail
• Health and Social Care
• Public services
How well am I doing?
Feedback after every learner submission from an assessor, focusing on strengths, areas for development and next steps. Grading is pass or refer with no fails.
Enquiries
Centre: The Skills Network
Email address: sales@theskillsnetwork.com