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Online Learning

TQUK Level 2 Certificate in Principles of Customer Service

Subject Area
Business & Professional Short Courses
Start Date
Variable
Study Mode
Part-time
Duration
12 Weeks

The purpose of this qualification is to develop the learners’ knowledge and understanding relevant to working in a customer service environment.

You will develop a set of core skills which will allow you to understand the core principles of customer service as well as how to understand customers and how to best deal with them in a professional and effective manner. The course units also allow for developing an understanding of different employer organisations and how they each work and function.

Qualification Outcome

TQUK Level 2 Certificate in Principles of Customer Service

Entry Requirements

There are no specific entry requirements, however, learners should have a minimum of level one in literacy and numeracy or equivalent.

Course Length and Timescale

Length of programme: 12 Weeks
Total qualification time: 200 Hours

Please note these are average and estimated figures and may not be a true representative for all individuals.

Course Units:

Core units for this online qualification include:

  • Principles of Customer Service and Delivery
    This unit will provide you with the fundamental knowledge and understanding needed to work in a customer service role. You will develop knowledge of the legal and ethical requirements that relate to customer service and maintaining customer service information.
  • Understand Customers
    Within this unit you will develop knowledge of the different types of customers. You will also study the links between good customer service and customer loyalty, as well as how these factors affect the organisation in terms of reputation and image.
  • Understand Employer Organisations
    Here you will look at a variety of organisational structures and the differences between private, public and voluntary sectors. You will discover the internal and external influences on organisations, and why change in the business environment is important.

  • Understand How to Communicate With Customers
    Within this unit you will gain a thorough understanding of the importance of effective communication in customer service. You will look at different communication techniques and how to identify and adapt your own communication style in order to offer the best service possible.

  • Understand How to Handle Customer Information
    This unit will provide you with knowledge of customer service information systems and handover procedures. You will learn about the different responsibilities and levels of authority for processing customer service information.

  • Understand How to Resolve Problems and Deliver Customer Service to Challenging Customers
    Unit 6 will provide you with a solid foundation of knowledge to enable you to deal with challenging customers. You will develop knowledge of techniques you can use to resolve problems and manage unresolved problems by referring to other sources.
  • Understand How to Develop Customer Relationships
    Within this unit you will gain an understanding of how to develop relationships with customers or potential customers. You will also study the value of customer loyalty and the customer’s expectations of you.

Additional Information

All materials are provided for you to complete the course. However, you will need access to a PC/laptop and suitable Wi-Fi to access teaching and learning.

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