Principles of Customer Service Level 2 Certificate
What is this course about?
This nationally accredited qualification is designed to provide individuals with knowledge that is fundamental to the delivery of excellent customer service.
The programme covers many issues, including the legislation, policies and procedures followed in providing customer care, learning from feedback and promoting products and services.
Principles of Customer Service Level 2 Certificate
Start: Available throughout the year.
How is it taught
As you work through the learning materials you will have the support of a knowledgeable assessor/tutor who will give you support, advice and guidance on the course content as well as providing robust feedback on the work you complete. Upon successful completion of the course you will be awarded the NCFE Level 2 Certificate in Customer Service Knowledge.
What could I do next?
Other related courses.
Call and contact centre occupations
Workers in this unit group receive and respond to telephone calls from potential clients and existing customers regarding the products and services offered by an organisation.
- Arranges for field staff to visit the caller if further assistance is required.
- Maintains details of calls received, the action taken as a result of a call and updates customer database as required.
- Advises on services available and sells additional products or services.
- Informs existing and potential customers on any immediate action to be taken, and refers the matter to a more senior member of staff if necessary.
- Interviews caller to establish the nature of any complaint or the requirements of the client.
- Answers incoming telephone calls from existing or prospective customers.
Telephonists receive and direct callers in commercial, industrial and other establishments, and operate telephone (public) and office (private) switchboards to advise on, and assist with, making telephone calls and to relay incoming, outgoing and internal calls.
- Alerts emergency services in cases of fire, crime or accident.
- Provides directory information, dialling codes and details of charges.
- Gives advice on dialling and other special features available.
- Reports any faults on telephone operating system.
- Operates switchboard to connect outgoing calls or to relay incoming or internal calls.
- Receives callers and directs them to appropriate person or department.
Job holders in this unit group operate telecommunications equipment to transmit and receive signals and messages.
- Receives and handles incoming calls for emergency services, transmitting to the appropriate services.
- Performs routine tests and maintenance on equipment and reports faults.
- Keeps record of messages sent and received.
- Uses a teleprinter or telex keyboard to transmit messages to other teleprinters or telexes.
- Tunes transmitter to required channel or wavelength and relays or receives message to/ from person or vehicle.
- Receives messages, weather reports and other material to transmit.
Market research interviewers
Market research interviewers conduct interviews to collect information on the opinions and preferences of consumers, businesses, the electorate and other selected groups.
- Collates and reviews information collected and compiles reports to pass back to the organisation/individual commissioning the market research.
- Collects questionnaires, diaries, and other research materials left with interviewees and conducts follow-up interviews.
- Records progress of interviews by noting answers, completing questionnaires, making audio or visual recordings or inputting responses into a computer.
- Approaches members of the public, individuals, households and organisations to arrange and conduct face-to-face interviews, telephone interviews, focus groups, panel interviews etc..
Customer service occupations n.e.c.
Job holders in this unit group perform a variety of customer service occupations not elsewhere classified in MINOR GROUP 721: Customer Service Occupations.
- Informs customers of special promotions and new product launches.
- Addresses customer complaints and problems.
- Follows up clients to ensure their satisfaction with a product or service and to gain renewal of customer service agreements.
- Makes reservations, books tickets, organises insurance policies on behalf of customers.
- Discusses pricing processes with clients, agrees payment arrangements and handles customer accounts.
- Receives enquiries from potential and existing clients, discusses requirements, and recommends products or services.
Customer service managers and supervisors
Job holders in this unit group plan, organise and co-ordinate resources necessary for receiving and dealing with the responses, complaints or further requirements of purchasers and users of a product or service, and supervise customer service occupations.
- Plans and co-ordinates the operations of help and advisory services to provide support for customers and users.
- Discusses customer responses with other managers with a view to improving the product or service provided.
- Co-ordinates and controls the work of those within customer services departments.
- Develops and implements policies and procedures to deal effectively with customer requirements and complaints.