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    Principles of Customer Service

    Principles of Customer Service | Level 2 | P15899

    Study options

    How to study

    Distance Learning

    duration

    Duration

    12 Weeks

    location

    Location

    Online

    • Course overview

      This course is suitable for anyone who is interested in customer service, and those who are hoping for career progression or employment opportunities in the customer service industry. This qualification is ideal for anyone who is currently working in a customer facing role, or anyone who is looking to get a job where the role involves customer service knowledge as a key component of the position. Learners will be introduced to key principles of customer service, communication techniques and different approaches for resolving problems. Learners will also gain an understanding of different organisational structures and current sales and consumer-related legislation.

      This is an online course. You will receive your welcome email with further details within 48 hours of enrolment. Once you have enrolled, you will be asked to provide a copy of an official form of ID, such as passport, before receiving your login details.

    • How does online learning work?

      Learn anytime, anywhere!

      Whether you’re looking to boost your professional development and career prospects or simply want to learn a skill in your spare time, an online course is a great way to gain a nationally recognised qualification.

      Distance Learning courses give you the flexibility to study in a way that suits your personal and professional commitments. You can work at your own pace within the course timeframe and study in the comfort of your own home!

      How it works:

      You can sign up to our courses throughout the year. 

      Step 1: Register or login to fill out our online enrolment form by clicking the Apply Now button.

      Step 2: You will receive email confirmation and asked to send a copy of your ID, where relevant, within 48 hours.

      Step 3: You will be sent your login details to start your online learning. 

      Step 4: Depending on your course, you’ll either be automatically marked or have on-hand support and marking from a dedicated tutor. 

      Step 5: Depending on your course, you will either have access to a certificate download to print off, receive an e-certificate of achievement from the awarding body or receive a certificate through the post.

    • Limited FREE spaces!

      There are limited free spaces available for this course subject to the following requirements:

      Aged 19 years or over 

      Live in England

      Must have lived in the UK or EU for the 3 years prior to starting the course

      If aged 19-24 - must hold a full Level 2 qualification or above in any subject (i.e., QCF Diploma Level 2, five GCSEs/O Levels grade A-C, two or three AS Levels, CSE grade 1 5 or more, one A-Level, QCF Certificate, GNVQ Intermediate, First Diploma, NVQ Level 2, First Certificate or Principle of Learning Level 2).  

      If aged 24+ no qualifications are required.  

      Please note, although this is a funded programme, withdrawal or non-completion will result in a charge of £100 to cover administration, registration and learning resources.

    • Entry requirements

      To be eligible for a free place on this course, you must be aged 19 years or over.

    • What modules will I study?

      Unit 1: Principles of customer service and delivery

      This unit will provide you with a fundamental understanding of customer service. You will also develop knowledge of legal and ethical requirements that relate to customer service and maintaining customer service information. This unit also covers the importance of managing customers’ expectations.

       

      Unit 2: Understand customers

      This unit will develop your knowledge of the different types of customers. You will gain an understanding of the links between good customer service and customer loyalty, and how this affects the organisation in terms of reputation and image.

       

      Unit 3: Understand employer organisations

      This unit will provide you with an understanding of varied 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

      This unit will ensure that you understand the importance of effective communication in customer service. You will discover different communication techniques, and how to identify and adapt your own communication styles in order to offer the best customer service.

       

      Unit 5: Understand how to handle customer information

      This unit will develop your knowledge of customer service information systems and handover procedures. You will also discover 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

      This unit will provide you with a foundation of knowledge to enable them to deal with challenging customers. You will develop their knowledge of techniques to resolve problems and manage unresolved problems by referring to other sources.

       

      Unit 7: Understand how to develop customer relationships

      This unit will provide you with an understanding of how to develop customer relationships and the value of customer loyalty. Throughout this unit, you will consider customers’ expectations, and the limits of your own authority to make alternative service offers to customers.

    • How will I be assessed?

      • Interactive and easy to navigate resources
      • Engaging videos and content, highlighting key knowledge and information
      • Case studies to demonstrate how skills can be applied in practical situations
      • An easy to use, integrated note-taking feature allowing you to jot down information as you work through the learning materials
      • A series of activities to support and prepare you for your assessment.

      Assessments are completed online throughout your course to evaluate your knowledge and understanding of the subject matter. They will be broken down into manageable tasks and once enrolled, you will receive an assessment schedule detailing deadlines so you can plan your studies.

      Assessments can take many forms but typically they are short written answers to a series of questions or statements. Your personal tutor will support you with any questions you may have relating to the assessment content and process. Your personal tutor will aim to provide feedback on your submission within 7 days and be able to confirm if the submission has achieved the assessment criteria or provide support and guidance if additional work is required.

    Apply now!
    Contact Details

    Contact Details

    Burton and South Derbyshire College
    Tel: 01283 494400

    Town Centre Campus

    Burton Town Centre Campus, Lichfield Street, Burton on Trent, Staffordshire DE14 3RL

    Stephen Burke Construction Academy

    Construction Academy, 21 Tetron Point, William Nadin Way, Swadlincote, Derbyshire DE11 OBB