NCFE Level 2 Certificate in Customer Service

The NCFE Level 2 Certificate in Principles of Customer Service is ideal for those who are currently working, or who want work in range of different environments within a customer service role.

Qualification Reference: 601/7070/0

Level 2 Certificate in Customer Service Course Aims

This qualification aims to:

• provide learners with the underpinning knowledge that is required by employees to work in a range of different environments within a customer service role

Course Objectives

The objectives of this qualification are to help learners to:

• develop essential knowledge of how to carry out customer service tasks, such as how to manage information and supporting events
• know how to apply their knowledge in a variety of industries and job roles

Course Units - Mandatory

1. Principles of customer service and delivery
2. Understand customers
3. Understand employer organisations

Course Units - Optional

1. Understand how to communicate with customers
2. Understand how to communicate with customers using the telephone
3. Understand how to handle customer information
4. Understand how to deliver customer service online
5. Understand how to resolve problems and deliver customer service to challenging customers
6. Understand how to handle objections, promote additional products or services and close sales
7. Understand how to develop customer relationships
8. Understand how to process sales orders and provide post transaction customer service
9. Principles of equality and diversity in the workplace
10. Understand how to develop working relationships with colleagues