York College

Overview

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

Qualification Level

TQUK Level 2 Certificate.

Study Hours

12 weeks - approx 180 hours.

Units

Learners must achieve 7 units.

Unit 1: 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.

Unit 2: 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.

Unit 3: 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.

Unit 4: 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.

Unit 5: 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.

Unit 6: 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.

Unit 7: 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.

How to Apply

If you wish to study this course simply visit the How to Enrol webpage and select BDU incl. Distance Learning from the first drop down menu and then choose your desired course from the second drop down.

Contact Us

If you would like to enrol, you can do so via our Enrol Now page.

If you have any further questions about York College please email info@yorkcollege.ac.uk or call (01904) 770770.

Whilst every effort has been made to ensure the accuracy of the information contained in this webpage, the content is subject to change where necessary.

 

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