If you have completed a non-qualification (Community Learning) course with us previously, you will need to enrol on a higher level course in that specific subject area. For more information on how our funding works click here Progression Guidance
Certificate In Principles Of Customer Service Level 2
Description
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.
The objectives of this course will be to learn the principles of customer service and delivery, to understand customers, to understand employer organisations and how to understand how you meet and exceed customer expectations.
What Qualification/level is this course?
This is an NCFE Level 2 Certificate
Who is the course for?
This course will provide underpinning knowledge that is required by employees to work in a range of different environments within a customer service role.
Learners can develop essential knowledge of how to carry out tasks such as how to manage information and support events.
This will also enable learners to apply their knowledge in a variety of industries and job roles.
What can I expect to learn?
Tools to develop your knowledge and skills of:
Mandatory unit
Principles of customer service and deliveries
Understand customers
Understand Employer organisations
Plus 10 optional units
Communiaction
Customer information
Using the telephone
Delivering customer service online
Resolving problems
Dealing with challenging customers
Promote additional products or services and close sales
Develp customer relationships
Process sales orders
equality and diversity in the workplace
Develop working relationships with colleagues
How will I learn?
This is predominantly an online course, however you will be allocated a Tutor who will communicate with you throughout the course to carry out one to one support and feedback, both written and verbal, and will carry out discussions and questioning. You will also be asked to carry out further research and will be directed to support tools and websites.
How will I know how well I am doing?
Your Tutor will communicate with you via the online platform and via telephone. Work will be regularly assessed and marked and you will be provided with positive and developmental feedback.
You will also be set targets at different stages of the course to enable you to meet your personal and course objectives.
Will I have to do any work at home?
We recommend at least 4 - 6 hours a week to complete research, reading and home study.
What will I need to provide?
You will need to have access to a computer to enable you to visit the online platform to complete and submit your work. Telephone to enable your tutor to contact you.
Pen/pad of paper for taking notes for axample to use during one to one phone meetings
Are there any other costs?
There are no other costs in addition to the course fee.
What can I do next?
Your tutor will be happy to support and guide you towards courses that will compliment your current skillls, needs, interests and current job role.
For information on all ACL courses please see http://www.aclessex.com/
The National Careers Service provides information, advice and guidance to help you make decisions on learning, training and work. The service offers confidential and impartial advice and is supported by qualified careers advisers. To make an appointment please call 0800 100 900 (calls are free from landlines and most mobile numbers) or visit their website https://nationalcareersservice.direct.gov.uk
Further information
For all enquiries regarding this course please contact 0345 603 7635.