One of the key factors in the success of a business is the level of service that it provides to its customers. This accredited, nationally recognised level 2 qualification has been designed for those working or preparing to work in a customer service role, or where using the telephone is a part of their role.
The six-hour course covers the principles of customer service, including how to meet customer expectations, the importance of appropriate behaviour and communication techniques, as well as ways to deal with problem customers.
[su_accordion][su_spoiler title=”Qualification details and validity” style=”fancy”]The qualification (England, Wales and Northern Ireland QCF level 2) has no expiry date, although it is always recommended that learners stay up to date with current practice. The course consists of six contact hours, including of theoretical and group activities.[/su_spoiler][su_spoiler title=”Course syllabus” style=”fancy”]The course syllabus includes… What is customer service | Types of customer | Customer needs and expectations | Customer feedback | Principles of providing good customer service | Communication | Responding to customers’ problems and complaints[/su_spoiler][su_spoiler title=”Assessment and certification” style=”fancy”]The instructor will monitor learners’ understanding throughout the session(s), and the course is assessed via a multiple choice question paper. The qualification will be issued to those who meet the assessment criteria.[/su_spoiler][su_spoiler title=”Age restrictions and group sizes” style=”fancy”]A maximum of 15 students are allowed per instructor, the qualification is available for learners aged 14+.[/su_spoiler][su_spoiler title=”Training options (open courses, off-peak and on-site training)” style=”fancy”]To see our upcoming open courses please scroll down. We are also pleased to offer on-site training which can be tailored to meet the needs of your organisation or sector, and can be delivered on a flexible basis (i.e. across a number of mornings/afternoons/evenings/weekends). For details, go to our on-site training page. [/su_spoiler]
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Open course dates
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