Level 2 Award in Customer Service

 

The Customer Service is a qualification has been designed for delivery to any learner working or preparing to work in a customer service role or where using the telephone is a part of their role.

The qualification covers the principles of customer service including how to meet customer expectations, the importance of appropriate behavior and communication techniques as well as ways to deal with problem customers.

 

 

DURATION                6 hours

(Max 15 candidates per class)

           

           

 

LEARNING OUTCOMES

 

Understand the principles of customer service

Understand how customer needs and expectations are formed

Know the interpersonal skills and appropriate behavior required in the customer service environment

Understand the principles of responding to customers’ problems or complaints

 

 

TRAINING                  Lectures / demonstrations / practical exercises / DVD’s

 

ASSESSMENT          30-question (1 hour) multiple-choice examination paper

Continuous practical assessment by the trainer

 

PRE REQUISITE       There are no pre-requisites for this qualification

Level 1 in literacy or numeracy or equivalent.

 

Must be proficient in written and spoken English