Level 2 Certificate
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Customer Service
This qualification provides the underpinning knowledge required by employees to work in a range of customer service roles.
Fully-funded via the UK Government in the form of the Education and Skills Funding Agency.
Overview of Customer Service
Qualification aims and objectives
Learners will gain essential knowledge of how to carry out tasks such as managing information and supporting events.
This qualification aims to:
- Provide learners with the underpinning knowledge that is required by employees to work in a range of different environments within a customer service role.
The objectives of this qualification are to help learners to:
- Develop essential knowledge of how to carry out customer service tasks, such as how to manage information and supporting events
- Know how to apply their knowledge in a variety of industries and job roles.
Essential skills and knowledge
In order to have a truly successful business, you need to provide good customer service. It is believed that 96% of unhappy customers don’t ever complain; however, 91% of those simply leave and never come back.
The main reason for customer churn is not price but bad customer service. Handling a business’s issues in a professional and courteous manner is an essential day-to-day task.
Course units
To be awarded the Level 2 Certificate in Customer Service learners are required to successfully complete 3 mandatory units and 4 optional units.
Mandatory units
Principles of customer service and delivery
This unit provides learners with an understanding of customer service and its effective delivery.
Legal and ethical requirements relating to customer service and maintaining customer service information are also covered.
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.
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.
Optional units
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.
Understand how to communicate with customers using the telephone
This unit provides learners with an understanding of the different techniques of dealing with incoming calls from customers.
They will develop the ability to communicate effectively and deal with customer questions and requests.
Learners will develop the knowledge to support the planning and making of calls to customers – giving the required information in line with organisational procedures.
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.
Understand how to deliver customer service online
This unit provides learners with the knowledge of online customer service systems and social media in business.
Learners will be able to support customers and deal with queries in line with organisational procedures.
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.
Understand how to handle objections, promote additional products or services and close sales
This unit provides staff with the knowledge of how to handle sales objections.
Learners will be able to establish the nature of the objection and promote the benefits of the product and service to overcome objections and close the sale.
Learners will also be able to identify opportunities to promote additional products in line with organisational procedures.
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.
Understand how to process sales orders and provide post transaction customer service
This unit provides learners with an understanding of how to process sales orders and describe the advantages and disadvantages of post-transaction activity.
Learners will know how to process orders using different methods of payment and provide a post-transaction service to customers in line with organisational procedures.
Principles of equality and diversity in the workplacetion customer service
This unit develops the learner’s understanding of the standards and expectations for equality and diversity in the workplace.
Learners will be able to identify the potential consequences of failing to comply with relevant legislation.
Understand how to develop working relationships with colleagues
This unit provides learners with an understanding of the principles of effective team working.
Learners will be able to identify what’s expected of a buddy and techniques for providing feedback.
Get certified
Gain a nationally recognised level 2 accredited certificate.
Qualification benefits
Develop your skills
88% of our learners say our courses have equipped them with vital skills to help them progress in their working life.
Launch or advance your career
Build up enough knowledge, skills and confidence to transition into a new career.
Improve your CV
Level 2 qualifications are nationally recognised and accredited, giving you the foundations to improve your job prospects.
Eligibility
Location
Been in the UK or EU for three years for purposes other than study.
Age
19+ at the start of the academic year.
Qualifications
- Not on an apprenticeship.
- Not completed any part of the course before.
- 19-23-year-olds must have a level 2 or higher prior to attainment.
How to enrol
- Hit the Enrol Here button
- Complete the short form
- We will be in touch to guide you through your enrolment
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