About the course
This qualification will provide you with the underpinning knowledge required by employers to work in a range of different environments in a customer service role.
This is a 12-week (approx. 120 hours) Online Self-Study qualification course. It can be started anytime and accessed (via a learning portal) at times/days to suit you. To learn more about this course and book your place, click the following link to Eventbrite.
Entry requirements
Learners must meet the following eligibility criteria to access this course:
-
Be aged 19+ on the 31/08/2024
· Live in the UK for 3 years/live in UK from EEA for 3 years, or have *pre-settlement or *Settled status from the Home Office (*proof required)
· Due to Government funding criteria, we are unable to accept learners who live in London, Scotland, Wales, N Ireland, Ireland or a devolved postcode areas. Please check with us if you are unsure.
Qualifications
NCFE Level 2 qualification
What you'll learn (core modules)
This course explores the following:
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
This unit 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 will I be assessed?
The course includes online learning materials in the form of interactive resources and flipbooks, a personalised login to access the online learning portal will be given on enrolment.
You will be required to work through a series of tasks and activities designed to reinforce the learning process and demonstrate your knowledge. Your personal tutor will then assess your work and provide you with constructive feedback for each unit.
Where is the course delivered? (facilities/classrooms)
All learning will be online (self-study) and can be completed at a time that suits without the need to attend college. Dedicated tutors will provide written feedback on the assessments and ongoing remote support where required.
Where will this course take me?
Once you have completed your course with us, you may feel that you would like to progress with your studies or develop skills in another area and take up another course. Please select the link below to view all our other online courses:
https://www.eventbrite.com/cc/level-2-online-qualifications-970509
How much will it cost?
The course is fully funded and there are no associated costs with completing this course*
However if you start and not complete this course there will be a charge of £125
*The course is fully funded subject to the individual being over 19 and having lived in an EEA country for the last 3 years
I'm interested. What should I do now?
Please select "apply online" We will then email you an application pack - learning cannot be started until these forms are completed and submitted.
Once these are approved, we will send information on how to access the learning portal.
You can only apply for one course at a time however upon completion you can enrol on a further 2 courses per academic year.
Days & times
Please contact us for dates and further information