The NCFE Level 2 Certificate in the Principles of Customer Service is suitable for those wanting to learn more about the skills and knowledge required to work in a customer service role in a range of working environments.
This course is currently being subsidised by the Grimsby Institute and is free of charge for eligible individuals. If you fail to complete the course a fee £85 is payable to cover the cost of materials and administration plus any registration costs that may have been incurred.
Although there are no formal entry requirements for the NCFE Level 2 Certificate in the Principles of Customer Service course due to the nature and course delivery of distance learning we require all applicants to hold a minimum of English Literacy Level 1 or equivalent.
If you are between 19 and 23 years of age you must also have already achieved a full level 2 qualification ie the equivalent of 5 GCSE Grades A- C
If you are unsure of your level of literacy, please undertake a literacy assessment on line at www.learnmyway.com This will take no longer than 20 minutes to complete.
Further instructions are available here
You must have lived in England for the past three years, are aged 19 years or over and are not currently accessing any other government funded training.
The qualification covers a range of units aimed at developing the learners understanding of the principles of excellence in customer service and knowledge to support the skills of communication with customers and managing customer relations.
Unit 1: Principles of customer service and delivery
The learner will understand the relationship between customer service and a brand
The learner will be able to explain the importance of a brand to an organisation, explain how a brand affects an organisation’s customer service offer, explain the importance of using customer service language that supports a brand promise
The learner will be able to identify their own role in ensuring that a brand promise is delivered
Unit 2: Understand customers
This unit provides learners with an understanding of the different types of customers. Learners will understand the relationship between good customer service and customer loyalty, and how this affects the organisation in terms of reputation and image
Unit 3: Understand employer organisations
This unit ensures learners understand organisational structures and the differences between the private, public and voluntary sectors. Learners will be able to describe the internal and external influences on organisations and why change within the business environment is important.
Unit 4: Understand how to communicate with customers
In this unit learners have the opportunity to increase their knowledge of communication techniques. They will identify and adapt their communication styles in order to offer the best customer service. Learners will increase their knowledge of the different forms of written communication and be able to select the most appropriate method that meets the needs of the customers.
Unit 5: Understand how to handle customer information
This unit develops the learner’s understanding and knowledge of customer service information systems and handover procedures – they will be able to record, retrieve and process information. Learners also plan and carry out handovers with colleagues in line with organisational procedures
Unit 6: Understand how to resolve problems and deliver customer service to challenging customers
This unit provides learners with an understanding of how to deal with challenging customers and describe techniques to resolve problems. Learners will be able to identify customer service problems, agree solutions to problems, and manage unresolved problems by referral to other sources.
Unit 7: Understand how to develop customer relationships.
This unit provides learners with an understanding of how to develop customer relationships and the value of customer loyalty and retention to the organisation. Learners will be able to describe how customers form expectations of the service they receive and explain the limits of their own authority in implementing improvements.
The NCFE Level 2 Certificate in the Principles of Customer Service course requires you to submit three written assessments and you have four weeks to submit each one.
|Duration||12 Weeks - Distance Learning|