Level 2 Certificate in Principles of Customer Service (TQUK)

Introduction

This online Customer Service course will enhance your understanding of customer service principles. It provides you with the essential knowledge needed by employers for a variety of customer service roles across different sectors. The course covers key areas such as managing information and supporting events, equipping you with the skills to perform customer service tasks effectively. The knowledge gained can be applied across a wide range of industries and job positions.

The aims of this qualification are to help learners:

Gain essential knowledge on performing customer service tasks, including managing information and supporting events.
Learn how to apply this knowledge across various industries and job roles.

Learners will have access to online learning platform.

During your time with the Dumfries & Galloway College, support is always available whenever you need it. Each learner is paired with a dedicated personal tutor who will grade all assignments and provide comprehensive feedback for every submission.

Course code

OPCS

Location

Remote Learning

Duration

Guided Learning Hours – 110
On average, learners take 8 – 12 weeks to complete

Entry Requirements

Suitable for those learners aged 16 or above and have a good level of communication skills.

When applying for this course you will be asked to supply a copy of your ID, which can be either a passport, driving licence, birth certificate or national identity card

You can only study one course at a time.

Course Content

This course is split into 7 manageable 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.

Assessments

This course requires the completion and passing of seven tutor marked online unit assessments. Learners are allocated a course tutor who will mark assessments and are able to offer support through the online learning platform.