What is the course about?
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.
Is a pre-enrolment interview or assessment required for this course?
What level is the course and do I require particular skills, experience or prior qualifications?
In order to undertake this course you must have English at Level 1. You will need to know how to use an electrical device such as a computer, laptop or tablet due to the delivery of the course being all on line.
What topics does the course cover?
To be awarded this qualification learners are required to successfully complete 3 mandatory units and 4 optional units. Mandatory units - Principles of customer service and delivery Understand customers Understand employer organisations. Optional Units - Understand how to communicate with customers Understand how to communicate with customers using the telephone Understand how to handle customer information Understand how to deliver customer service online Understand how to resolve problems and deliver customer service to challenging customers Understand how to handle objections, promote additional products or services and close sales Understand how to develop customer relationships Understand how to process sales orders and provide post transaction customer service, Principles of equality and diversity in the workplace Understand how to develop working relationships with colleagues
How will I be taught and assessed?
You will be provided with online learning materials which covers all aspects of your course. You will be required to complete assessments for each of the units within the course and submit these by the deadline dates provided at induction. You will be allocated an assessor at the start of your course and they will support you to ensure you have a successful outcome. IT skills will be developed throughout your course and basic English skills will be assessed and discussed on an ongoing basis.
Are there any other costs or equipment I need to get?
The course is free if you meet the eligibility criteria. You must be a UK resident or have lived in the UK for 3 years or more and be aged 19 before 1st August 2020. You will need internet access so that you can respond to email and a digital device that will enable you to type your answers into a web-based platform.
By the end of the course what should I be able to do?
On successful completion of this course you will gain a Level 2 Certificate in Principles of Customer Service
What are the progression opportunities following this course?
If you are interested in progressing to further study at the next level of vocational learning, the following qualifications are available - Level 2 Diploma in Customer Service, Level 3 Certificate in Principles of Customer Service, Level 3 Diploma in Customer Service