Online Learning in Customer Service - Level 2 TQUK

Mode of study:
Distance Learning

Level:
2

Duration:
12 weeks

Awarding/validation body:
TQUK

Please note, unlike other Level 2 Distance Learning courses, this course can only be funded for non- Greater London residents. Typically, learners who meet this criteria will have postcodes outside of this catchment area- gla_postcode_map_a3_map1.pdf (london.gov.uk).

If you are unsure if you are a non-GLA resident do not hesitate to contact the admissions department by calling 02087605934 or emailing admissions@croydon.ac.uk

This qualification allows you to develop knowledge of the key principles of customer service including:

Communication techniques

Different approaches for resolving problems

Different organisational structures

The current sales and consumer-related legislation.

Upon completion of this course, you could progress on to one of our other customer service courses, such as our Level 3 Certificate in Principles of Customer Service.

Unit 1: Principles of customer service and delivery

In this unit learners will gain a fundamental understanding of customer service, including the legal and ethical requirements relating to customer service and maintaining customer service information. You will also learn about the importance of managing customers’ expectations.

Unit 2: Understand customers

This unit will develop learners’ knowledge of different types of customers, links between good customer service and customer and ‘brand’ loyalty and how the organisation is affected by this in terms of reputation and image.

Unit 3: Understand employer organisations

In this unit learners will learn about different organisational structures and the differences between private, public and voluntary sectors. You will look at internal and external influences on organisations and why change in the business environment is important.

Unit 4: Understand how to communicate with customers

This unit will ensure learners understand the importance of effective communication in customer service, different communication techniques and how to identify and adapt different communication styles to offer the best customer service.

Unit 5: Understand how to handle customer information

This unit will develop learners’ knowledge of customer service information systems and handover procedures. You will also learn about different responsibilities and levels of authority for processing customer service information.

Unit 6: Understand how to resolve problems and deliver customer service to challenging customers

In this unit learners will look at how to deal with challenging customers and a variety of techniques that can be used to resolve problems and manage unresolved problems by referring to other sources.

Unit 7: Understand how to develop customer relationships

This unit will develop learners’ knowledge of how to develop a customer relationship and the value of customer loyalty in relation to managing customers’ expectations in line with the limits of their own authority and how to make alternative service offers to customers.

There are no specific entry requirements for this course; however learners should have a minimum of level one in literacy or equivalent.

Our Level 1 and 2 distance learning courses are free if eligible for government funding if you meet the following criteria:

Must be aged 19 and over.

If aged 19-23, you must hold a full Level 2 qualification or above (five GCSEs/O Levels grade A-C/9-4, two or three AS Levels, one A Level, NVQ Level 2, First Certificate or Principle of Learning Level 2).

If aged 24+ no qualifications are required.

Not enrolled in any other distance learning course with us.