Customer Service Level 1 or Level 2 Certificate Course

Description

Qualification Number Level 1: 603/5291/7

Qualification Number Level 2: 600/3423/3

Minimum entry age 19

Guided Learning Hours Level 1: 30

Guided Learning Hours Level 2: 115 

What does this qualification cover? 

Level 1:

• Know how to deliver good customer service

• Know different communication methods

• Know how to provide good customer service in line with organisational procedures

• Know how to effectively deal with customer queries, problems and complaints.

Level 2:

• The principles of customer service

• How customer needs and expectations are formed

• The principles of responding to customers' problems or complaints

• Interpersonal and team working skills

• How to meet customer needs and expectations

• Communicating effectively with customers

• Legislation which supports the customer service process

Who is it suitable for? 

This qualification is aimed at learners who are new to the customer service sector and wish to improve their knowledge of this area resulting in the achievement of a nationally recognised qualification. The qualification provides learners with the knowledge and understanding in customer service for learners who deal, or intend to deal, with customers on a daily basis as part of their job role and is applicable to a variety of work environments.

This qualification is suitable for learners aged 19 and above.

What are the entry requirements?

There are no specific recommended prior learning requirements for this qualification.

How is this qualification structured?

Level 1:

The qualification is made up of one mandatory unit:

• Unit 1 Customer Service Principles

Level 2:

The qualification is made up of two mandatory units:

• Unit 1 Supporting the customer service environment

• Unit 2 Delivery of effective customer service

How is it assessed?

This qualification is assessed via an internally assessed and externally verified portfolio of evidence.

Funding for our qualifications

This qualification is available fully funded under the Adult Education Budget funding stream and is free to the candidate.