Course description
Level 2 Certificate in Principles of Customer Service - HCUC Apprenticeships & Skills - Online
Who is it for?
Level 2 Certificate in Principles of Business Administration qualification is ideal for anyone with an interest in the responsibilities and tasks involved in a business administration role. By exploring the principles of supporting events, project management and changes within a business environment you will develop a competitive and impressive knowledge about this sector which can help you start a new career or progress within a
current role.
Benefits of this course?
- Gain a nationally recognised qualification
- Create a long-standing career pathway within the customer service industry
- Courses are delivered as distance learning, allowing learners to choose when and where to study
- Personal tutors are assigned to ensure learners have the support needed to succeed.
Course summaryUnit 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.
Upcoming start dates
Suitability - Who should attend?
HCUC Apprenticeships and Skills has to give priority to
applicants who are in receipt of the four main benefits: Job
Seekers Allowance, Employment Support Allowance,
Universal Credit, Income Support. Training is free for
people with Right to Work in the UK, proof of ID, learners
or their spouses must have been a resident in UK/EU for
the last 3 years. To be eligible whilst working, those living
inside the Greater London Area need to earn less than
£21,547.50
-You must live in a London borough postcode. If you live
outside the Greater London Authority area, we may still be
able to fund you
Course delivery details
Online learning materials with online assessment. Studying via distance learning means you can choose when and where you study. We ensure you get all the support you need throughout your course in the form of a personal Tutor and a Learner Support Advisor
HCUC - Harrow College & Uxbridge College
It’s no surprise that students travel from all over London to study at Harrow College and Uxbridge College. With specialist career advisers on hand to offer advice and guidance, the colleges deliver successful results in further education and career progression....