Customer Service L2

Start Date

Level: 2

Course Course: P00566

Area: Business

About this Course

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. This course explores the key themes in relation to providing excellent customer service and is relevant to any job where interactions with customers are required. The course is ideal for those already employed who want to gain a recognised, accreditation qualification in this specialist area. It is also a great way for those looking to work in a customer-facing role to enhance their CV and demonstrate their knowledge.

Key Units

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 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.

Entry Requirements

There are no formal qualifications required to start the course, however a phone interview is required to check suitability.

Assessment

Learners will complete an online workbook, supported by their Assessor as required.

Where does this Lead

Students who successfully complete this course may wish to progress into other formal education routes such as:

Level 3 Diploma in Business (with specialisms in Accounting, Enterprise, Law or Marketing)
Business Administration apprenticeship

Future Opportunities

This qualification is relevant to any job or career which involves the delivery of excellent customer service.

Tell Me More

These level 2 courses are free if you are a resident of South Yorkshire Mayoral Combined Authority (comprising of Barnsley, Doncaster, Rotherham and Sheffield), as these qualifications can be fully-funded at no cost to you! For a level 3 course, funding may be available and we will assess your personal circumstances to establish if you qualify.

Extra Costs

A fee of £150 will be charged for those who enrol on the course but who do not complete it.

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