Level 2 Certificate in Principles of Customer Service (NCFE)

Course Summary

This nationally accredited qualification is designed to provide individuals with knowledge that is fundamental to the delivery of excellent customer service.
The programme covers many issues, including the legislation, policies and procedures followed in providing customer care, learning from feedback and promoting products and services.

Unit 1 – 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

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 8 – 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 10 – 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

Unit 13 – 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