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NCFE Level 2 Certificate in Principles of Customer Service

Develop key skills in customer service to overcome expectations, improve loyalty and positive experiences.

What you will learn

Below is an outline of the course material you will study:

Unit 1: Principals of Customer Service and Delivery

This unit provides learners with an understanding of delivering effective customer service, legal and ethical requirements and maintaining customer service levels

Unit 2: Understand Customers

In this unit, learners will gain an understanding of the different types of customers and what the relationship between good customer service and customer loyalty looks like and what effect this has on the organisation in terms of reputation and image

Unit 3: Understand Employer Organisations

 

This unit will ensure learners understand organisational structures and the differences between the private, public and voluntary sectors. At the end of the unit learners will be able to describe the internal and external influences on organisations and why change within the business environment is important.

Unit 4: Understand How to Communicate with Customers

 

In this unit learners will have the opportunity to increase their knowledge of different communication techniques. They will identify and adapt their communication styles in order to offer the best customer service. Learners will increase their knowledge of the different forms of written communication and be able to select the most appropriate method that meets the needs of the customers.

Unit 5: Understand How to Handle Customer Information

This unit will develop the learner’s understanding and knowledge of customer service information systems and handover procedures – including recording, retrieving and processing information accurately. Learners will also learn how to plan and carry out handovers with colleagues in line with organisational procedures.

Unit 6: Understand how to handle objections, promote additional products or services and close sales

This unit provides learners with the knowledge of how to handle sales objections. Learners will be able to establish the nature of the objection and promote the benefts of the product and service to overcome objections and close the sale. Learners will also be able to identify opportunities to promote additional products in line with organisational procedures.

Unit 7: Principles of equality and diversity in the workplace

 

This unit develops the learner’s understanding of the standards and expectations for equality and diversity in the workplace. Learners will be able to identify the potential consequences of failing to comply with relevant legislation.

Course Outcome

At the end of this course, successful learners will receive an NCFE Qualification and a Learner Unit Summary (which lists the details all of the units you have completed as part of your course). You can read more about NCFE here. Tens of thousands of people each year further their education with an NCFE award.

Entry Requirements

While there are no strict entry requirements for this level two principles Principles of Customer Service course, it is strongly recommended that you have the ability to effectively read and write in English.

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