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Full level 2
Guided learning hours: 135
Credit value: 15
This course is ideal for learners who are entering the field of customer service for the first time. It is particularly relevant for anyone who deals with customers – either internal or external to their organisation – as a major part of their job role. As well as people in retail organisations, this will include many service industries and public sector organisations.
The Certificate in Principles of Customer Service contributes towards apprenticeships in customer service and is applicable to a wide range of sectors. It assesses the knowledge and understanding of the key areas of customer service and will allow learners to successfully engage with a diverse range of customers in a variety of situations. It outlines the procedures, practices and legislation related to customer service delivery, as well as how to identify and satisfy customer needs.
The Level 2 Certificate in Principles of Customer Service comprises three mandatory units:
Each unit contains activities and assessments designed to cover the specific learning outcomes.
Tribal's materials comprise activity workbooks, which have been produced to suit a wide range of delivery methods. Learners will be provided with all necessary workbooks to complete the programme and will be required to work through a series of tasks and activities designed to reinforce the learning process and test their knowledge. The learning materials include an assessment, which allows learners to complete a portfolio of evidence and demonstrates achievement of all learning outcomes associated with each unit.
A comprehensive tutor guide is supplied to accompany these materials. To view a sample of a tutor guide, click here.
By undertaking this programme, candidates will be able to further their own continuous professional development, which may improve their career prospects, or progress on to further qualifications such as courses in team leading, customer relations and management.