Level 2 Certificate in Customer Service

Course Content

This qualification is aimed at learners who are new to the customer service sector and wish to improve their knowledge of this area resulting in the achievement of a nationally recognised qualification.

The qualification provides learners with the knowledge and understanding in customer service for learners who deal, or intend to deal, with customers on a daily basis as part of their job role and is applicable to a variety of work environments.

The objective of this Level 2 Certificate in Customer Service qualification is to prepare learners for employment and support learners who are new to the customer service sector and wish to improve their knowledge of this area resulting in the achievement of a nationally recognised qualification.

 

Topics include:

• The principles of customer service
• How customer needs and expectations are formed
• The principles of responding to customers’ problems or complaints• interpersonal and teamwork skills
• How to meet customer needs and expectations
• Communicating effectively with customers
• Legislation that supports the customer service process

This qualification is assessed through the completion of a portfolio of evidence that will also be internally quality assured by the centre.

On successful completion of this qualification, learners may wish to continue their development by undertaking a higher-level customer service based qualification or apprenticeship programme.