Mode of study: Online
Duration: 25 weeks
Awarding Body: TQUK
This qualification aims to provide the underpinning knowledge required by employers to work in a range of different environments in a customer service role. You will develop essential knowledge of how to carry out customer service related tasks such as how to manage information and support events. Once you have completed the qualification you will be able to apply your knowledge in a variety of industries and job roles.
Unit 1: Principles of customer service and delivery
This unit will provide you with the fundamental knowledge and understanding needed to work in a customer service role. You will develop knowledge of the legal and ethical requirements that relate to customer service and maintaining customer service information.
Unit 2: Understand customers
Within this unit you will develop knowledge of the different types of customers. You will also study the links between good customer service and customer loyalty, as well as how these factors affect the organisation in terms of reputation and image.
Unit 3: Understand employer organisations
Here you will look at a variety of organisational structures and the differences between private, public and voluntary sectors. You will discover the internal and external influences on organisations, and why change in the business environment is important.
Unit 4: Understand how to communicate with customers
Within this unit you will gain a thorough understanding of the importance of effective communication in customer service. You will look at different communication techniques and how to identify and adapt your own communication style in order to offer the best service possible.
Unit 5: Understand how to handle customer information
This unit will provide you with knowledge of customer service information systems and handover procedures. You will learn about the 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
Unit 6 will provide you with a solid foundation of knowledge to enable you to deal with challenging customers. You will develop knowledge of techniques you can use to resolve problems and manage unresolved problems by referring to other sources.
Unit 7: Understand how to develop customer relationships
Within this unit you will gain an understanding of how to develop relationships with customers or potential customers. You will also study the value of customer loyalty and the customer’s expectations of you.
At the end of each unit you will complete an online assessment which will be marked and assessed by your Tutor.
Who is this course for?
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 as of 31/08/19
> If aged 19-23, you must hold a full Level 2 qualification or above (five GCSEs/O Levels grade A-C, 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.
> An ordinarily resident in the UK for the last 3 years
> Not enrolled in any other distance learning course with us
Please note that if a learner withdraws before completing the course they may be charged a £100 admin fee.
There are no specific entry requirements for level 1 and 2; however, learners should have a minimum of level one in literacy or equivalent. For level 3 courses, learners are expected to hold a related level 2 qualification. All learners must successfully complete an induction booklet. Some courses may also require you to be working in a relatable role for witness testimonies.
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