Level 2 Certificate in Principles of Customer Service

Description

This qualification is suitable for learners aged 16 and above. This qualification provides the underpinning knowledge required by employees to work in a range of customer service roles. Learners will have essential knowledge of how to carry out tasks such as managing information and supporting events. This qualification is suitable for use within a Study Programme.

Mandatory units

1. Principles of Customer Service and Delivery (Y/507/5967 )
2. Understand Customers (D/507/5968)
3. Understand Employer Organisations (A/507/5895)

Optional units

4. Understand How to Communicate with Customers (H/507/5969)
5. Understand How to Communicate with Customers Using the Telephone (Y/507/5970)
6. Understand How to Handle Customer Information (D/507/5971)
7. Understand How to Deliver Customer Service Online (H/507/5972)
8. Understand How to Resolve Problems and Deliver Customer Service to Challenging Customers (K/507/5973)
9. Understand How to Handle Objections, Promote Additional Products or Services and Close Sales (M/507/5974)
10. Understand How to Develop Customer Relationships (T/507/5975)
11. Understand How to Process Sales Orders and Provide Post Transaction Customer Service (A/507/5976)
12. Principles of Equality and Diversity in the Workplace (K/507/5911)
13. Understand How to Develop Working Relationships with Colleagues (F/507/5896)