Certificate in Customer Service Knowledge (Level 2) Course
UK Learning College
Summary
- Tutor is available to students
Overview
Whether you wish to embark upon a career in customer service or simply want learn a practical skill for everyday use, the distance learning Certificate in Customer Service Knowledge course can provide you with all the necessary skills.
The Certificate in Customer Service Knowledge home study course is the ideal programme for individuals looking to develop their understanding of the importance of excellent customer service. This nationally accredited qualification is designed to provide individuals with knowledge that is fundamental to the delivery of excellent customer service.
The NCFE Certificate in Customer Service Knowledge distance learning course covers many issues, including the legislation, policies and procedures followed in providing customer care, learning from feedback and promoting products and services.
Description
The NCFE Level 2 Certificate in Customer Service Knowledge course is divided into following comprehensive modules:
Unit 1 – Understanding the organisation
This unit introduces you to procedures, practices and legislation as well as how to identify your needs and the support required in order to progress within a customer service role. When you have completed this unit you should know and understand:
- The factors that affect an organisation and the customer service role.
- Employee rights, responsibility and organisational procedures.
- Career pathways within customer service.
- How employees are supported within the customer service role.
- The organisation’s policies and procedures.
Unit 2 – Prepare to deliver excellent customer service
This unit helps you to identify and satisfy customer needs. When you have completed this unit you should know and understand:
- The principles of customer service in an organisation.
- How customer needs and expectations are identified.
- How to balance customer expectations against the organisation’s offer.
- How complaints are handled.
- Legislation relating to customer service.
Unit 3 – Communication in the customer service role
This unit ensures that you have the necessary knowledge to deal with a variety of customers in different situations. It also ensures that you have necessary knowledge of information security and of evaluation of customer service. When you have completed this unit you should know and understand:
- Methods of communication with customers.
- How to handle customer service information.
- How to work as part of a team to provide effective customer service.
- How to meet the needs of a diverse range of customers.
- The importance of promoting and evaluating products and services.
What's included:
Your course fee covers everything you will need to successfully complete the Certificate in Customer Service Knowledge home study course and earn your Level 3 Qualification:
1. All textbooks, study folders, and/or online learning aids designed for distance learning
2. A full range of student services, including:
- Tutor marked assessments (TMAs)
- Access to the online student portal (Student Chat, Forums and Online Support Resources)
- NUS Extra Card (discounted membership)
- Comprehensive Study Guide & Study Plan
- Guide to Effective Study Techniques
- How to approach exams without fear
3. An accredited award upon successful course completion directly from the awarding body NCFE
4. One year's educational support by e-mail, post, fax or phone
5. Free postage and packaging for UK mainland students
Home Study Tutor Support
You will be provided with comprehensive materials designed to provide you with everything required to complete Level 2 Certificate in Customer Service Knowledge course. You will have your own personal tutor helping you with your course work and with any questions you may have. Plus you can contact our Student Advisors by email or phone for all the practical advice you may need – so we really are with you 100%.
What's more, you'll have access to the online student portal, where you can interact with other students, browse our resource library and manage your account.
Course Assessments
The Certificate in Customer Service Knowledge course is marked through a process of continuous assessment guided by your tutor following NCFE guidelines. This means that your qualification will be awarded according to your performance on assessments rather than by taking an exam.
We send the full course out, you then read through the course in your own time and complete the assignments which you send to your tutor for marking. There is no word count for these assignments. However, one sentence answers will be rejected and you will have to re-submit it for marking.
Upon verification of the activities, exercises and assignments, a certificate of achievement will be awarded by the national awarding organisation NCFE, as confirmation that your written work has met all of the learning outcomes and assessment criteria for the programme.
Career path
As a customer services manager, it would be your job to make sure that customers' needs and expectations are satisfied. You could be responsible for anything from managing a customer service team and dealing with enquiries in person, to developing customer service standards for a large company.
Questions and answers
Reviews
Currently there are no reviews for this course. Be the first to leave a review.
Legal information
This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.