Workbased Customer Service Knowledge Level 2

Units and Structure

This qualification introduces candidates to:

Understanding the organisation:

• Factors effecting an organisation and the customer service role
• Employee rights and responsibilities and organisational procedures
• Career pathways in customer service
• How employees are supported in their role
• Understanding policies and procedures

Prepare to deliver excellent customer service:

• The principles of customer service in an organisation
• How Customers’ needs and expectations are identified
• How to balance customer expectations against the organisations offer
• How complaints are handled
• Legislation relating to customer service

Communication on the customer service role :

• Communicating with customers
• Handling customer service information
• Working as a team
• Meeting the needs of a diverse range of customers
• Promoting and evaluating product and services

OUTLINE PROGRAMME

Successful completion of the training programme and assessment will enable learners to understand:

• Employee rights and responsibilities
• Career pathways in customer service
• Communicating with customers
• Promoting goods and services
• Working as a team.

Entry Requirements

You'll need to have:

There are no formal entry requirements for this qualification. An application must be submitted and will be reviewed by the delivery team prior to enrolment.

For equivalent qualifications see our Entry Requirements Explained page.

Tutors and Student Support

Student Support and Facilities

As a student, you’ll have access to a wide range of facilities, services and support, including:

• Step outside the classroom  and access our state of the art facilities as well as 3 huge Learning Resource Centres with thousands of resources to use
• With hands-on experience you’ll be prepared for employment with a competitive edge.
• A dedicated impartial careers advice team to help you on your future path
• Our wide range of courses means that we can offer the right paths to get you where you need to be
• Our Hub campus is right in the heart of the town centre meaning you can find your way to us easily
• Outstanding student support throughout your studies with us.