Principles of Customer Service - Level 2

Looking to learn the basic principles of good customer service? This qualification provides the knowledge and skills required by employers to work in a range of different environments in a customer service role. Develop essential knowledge of how to carry out customer service-related tasks such as how to manage information and support events. Once you have completed the qualification you will be able to apply your knowledge in a variety of industries and job roles.

What will I study on this course?

Unit 1: Principles of customer service and delivery This unit will provide the fundamental knowledge and understanding needed to work in a customer service role. Develop knowledge of the legal and ethical requirements that relate to customer service and maintaining customer service information.

Unit 2: Understand customers This unit develops knowledge of the different types of customers. Study the links between the good customer service and customer loyalty, as well as how these factors affect the organisation in terms of reputation and image.

Unit 3: Understand employer organisations Look at a variety of organisational structures and the differences between private, public and voluntary sectors. Discover the internal and external influences on organisations, and why change in the business environment is important.

Unit 4: Understand how to communicate with customers Gain a thorough understanding of the importance of effective communication in customer service. Look at different communication techniques and how to identify and adapt your own communication style in order to offer the best service possible.

Unit 5: Understand how to handle customer information This unit will provide the knowledge of customer service information systems and handover procedures. Learn about the different responsibilities and levels of authority for processing customer service information.

Unit 6: Understand how to resolve problems and deliver customer service to challenging customers This unit will provide a solid foundation of knowledge to enable you to deal with challenging customers. Develop knowledge of techniques available to resolve problems and manage unresolved problems by referring to other sources.

Unit 7: Understand how to develop customer relationships Within this unit, gain an understanding of how to develop relationships with customers or potential customers. Also study the value of customer loyalty and the customer's expectations

You will be asked a series of eligibility questions upon enrolment

Fee information

Adult (19+) learners

Depending on your age, course, educational history and personal circumstances, there may be options available for you to receive a course fully-funded by the government. Our fee calculator will help give you an idea on whether you'll be able to have your course fee waived or covered by an Advanced Learner Loan.

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Learners with an active Education, Health & Care Plan

If you are aged 19 - 24 at the start of your course and have an active Education, Health & Care Plan (EHCP), any course up to and including level 3 will be fully-funded by the government. This means you will not have a course fee to pay and any equipment considered essential to complete your course will be provided by the college.

What qualification will I achieve?

Level 2 Certificate in Principles of Customer Service

How is my course assessed?

Online e-learning delivery with modular units to complete