Customer Service

NCFE Level 2 Certificate In Principles of Customer Service (601/7070/0)

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.

Qualification objectives:

To develop essential knowledge of how to carry out customer service tasks, such as how to manage information and supporting events
To know how to apply their knowledge in a variety of industries and job roles.

Achieving this qualification:

To be awarded the Level 2 Certificate in the Principles of Customer Services, you must successfully complete 3 mandatory units and 4 optional units:

Learners will be assessed through a portfolio of evidence in the following units:

UNIT REF	UNIT NO	MANDATORY UNIT TITLE	LEVEL	GLH
Y/507/5967	01	Principles of customer service and delivery	2	50
D/507/5968	02	Understand customers	2	20
A/507/5895	03	Understand employer organisations	2	40
		OPTION UNIT TITLE
H/507/5969	04	Understand how to communicate with customers	2	20
Y/507/5970	05	Understand how to communicate with customers using the telephone	2	20
H/507/5972	07	Understand how to deliver customer service online	2	25
K/507/5973	08	Understand how to resolve problems and deliver customer service to challenging customers	2	30
Total				205

Essential skills

While completing this qualification, learners may develop the knowledge, understanding and essential skills employers look for in employees. These range from familiar ‘key skills’ such as teamwork, independent learning and problem solving, to more tricky-to-measure skills such as:

An appreciation for appropriate behaviour and dress
appropriate interpersonal skills
communicating with professional colleagues/peers and/or hierarchical seniors supporting other aspiring employees
personal manners and deportment
understanding work practices and how different roles and departments function within an organisation.

Progression

Learners who achieve this qualification could progress to:

NCFE Level 2 Diploma in Customer Service
NCFE Level 3 Certificate in Principles of Customer Service
NCFE Level 3 Diploma in Customer Service
NCFE Level 4 NVQ Diploma in Customer Service

Employer?

We know from experience that 61% of employers state new recruits lack the basic employability skills needed to be productive at work. This is where we come in. We have embedded this fact in our teaching and learning systems so that our learners know what employers are looking for.

Please get in touch with us on our Employer dedicated number to discuss our unique offering to London-based businesses: 020 3092 5226