Useful Information
Mode of study: Distance Learning
Level: 2
Duration: 12 weeks
Awarding/validation body: TQUK
Funding Information:
Please note that this course is only available for funding to individuals residing outside the Greater London area. Typically, eligible learners will have postcodes that fall outside this catchment area. For more information, please refer to the GLA postcode map. https://www.london.gov.uk/sites/default/files/gla_postcode_map_a3_map1.pdf. If you are uncertain about your residency status, please contact our Admissions Department at 020 8760 5934 or via email at admissions@croydon.ac.uk.
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Course Overview
This qualification provides an opportunity to develop a strong foundation in the key principles of customer service, equipping you with essential skills for success in various roles. Throughout the course, you will explore the following key areas:
Key Principles of Customer Service:
- Communication Techniques: Learn effective communication strategies that foster positive interactions with customers, ensuring clarity and understanding in every exchange.
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Problem Resolution Approaches: Discover various methods for resolving customer issues effectively and efficiently, enhancing customer satisfaction and loyalty.
- Understanding Organisational Structures: Gain insights into different organisational frameworks within health and social care settings, enabling you to navigate and collaborate effectively within diverse teams.
- Sales and Consumer-Related Legislation: Familiarize yourself with current legislation affecting sales and consumer rights, ensuring compliance and ethical practices in customer service.
Progression Opportunities
Upon completion of this course, you may choose to further your studies by enrolling in one of our other customer service courses, such as the Level 3 Certificate in Principles of Customer Service. This progression will enable you to deepen your expertise and advance your career in customer service.
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Course Highlights
This qualification is divided into seven comprehensive units, each designed to equip learners with essential knowledge and skills in customer service. Here’s an overview of what each unit covers:
- Unit 1: Principles of Customer Service and Delivery
Focus: Gain a fundamental understanding of customer service, including legal and ethical requirements, and how to maintain customer service information. Learn about the importance of managing customer expectations effectively.
- Unit 2: Understand Customers
Focus: Develop knowledge of different types of customers and the links between good customer service and customer loyalty. Understand how effective service impacts an organization’s reputation and image.
- Unit 3: Understand Employer Organisations
Focus: Explore different organizational structures across the private, public and voluntary sectors. Analyze internal and external influences on organizations and the significance of adapting to changes in the business environment.
- Unit 4: Understand How to Communicate with Customers
Focus: Understand the critical role of effective communication in customer service. Explore various communication techniques and learn how to identify and adapt different communication styles to meet customer needs.
- Unit 5: Understand How to Handle Customer Information
Focus: Develop knowledge of customer service information systems and handover procedures. Learn the responsibilities and levels of authority involved in processing customer service information.
- Unit 6: Understand How to Resolve Problems and Deliver Customer Service to Challenging Customers
Focus: Learn strategies for dealing with challenging customers. Explore various techniques for problem resolution and managing unresolved issues by referring to appropriate resources.
- Unit 7: Understand How to Develop Customer Relationships
Focus: Discover how to build and maintain customer relationships, emphasizing the value of customer loyalty. Understand how to manage customer expectations within limits of your authority and explore alternative service offers.
By completing these seven units, learners will develop a comprehensive understanding of customer service principles, enhancing their ability to deliver exceptional service and foster positive customer relationships in any setting.
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Career Opportunities & Further Study
Pursuing a higher-level distance learning course in customer service or a related field can significantly enhance your skills and career prospects. Whether you choose a certificate, diploma, or degree program, these can provide you with the advanced knowledge needed to excel in customer service management and contribute positively to organizational success.
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Assessment
Throughout the course, learners will be assessed by answering a series of questions. These assessments will be submitted through the online learning platform, EQUAL, and evaluated by the tutor. Learners will receive feedback for each completed assessment, ensuring they can track their progress and improve their understanding.
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Entry Requirements
There are no specific entry requirements for this course; however, learners should have at least a Level 1 qualification in literacy or an equivalent credential. Our Level 1 and 2 distance learning courses are available free of charge for those eligible for government funding, provided you meet the following criteria:
- Age Requirement: Must be 19 years or older.
- Ages 19-23: You must hold a full Level 2 qualification or higher, such as five GCSEs or O Levels at grades A-C (or 9-4), two or three AS Levels, one A Level, NVQ Level 2, First Certificate, or Principles of Learning Level 2.
- Ages 24 and Over: No qualifications are required.
- Enrolment Status: You must not be enrolled in any other distance learning course with us.
- Residency Requirement: You must have been living in the UK for the last three years.
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Web Category
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