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Course Code
Course Title
Level 2
16 weeks
Entry Requirements
Start Date
August 2020
Days and Times

Is this course right for me?

In order to have a truly successful business, you need to provide good customer service. It is believed that 96% of unhappy customers don't ever complain; however, 91% of those simply leave and never come back. The main reason for customer churn is not price but bad customer service. Handling a business?s issues in a professional and courteous manner is an essential day-to-day task.

Course Overview

This qualification aims to: Provide learners with the underpinning knowledge that is required by employees to work in a range of different environments within a customer service role.

The objectives of this qualification are to help learners to: Develop essential knowledge of how to carry out customer service tasks, such as how to manage information and supporting events Know how to apply their knowledge in a variety of industries and job roles.

While completing this qualification, learners may develop the knowledge, understanding and essential skills employers look for in employees. These range from familiar ‘key skills’ such as team working, independent learning and problem solving, to more tricky-to-measure skills such as: An appreciation for appropriate behaviour and dress Appropriate interpersonal skills Communicating with professional colleagues/peers and/or hierarchical seniors Supporting other aspiring employees Personal manners and deportment Understanding work practices and how different roles and departments function within an organisation.

Your units of study will include: Learn to deliver excellent customer service Increase awareness of understanding and meeting customers’ needs Giving a great customer experience Learn from feedback and promote products and services

What options are there after completing this course?

Learners who achieve this qualification could progress to: NCFE Level 2 Diploma in Customer Service NCFE Level 3 Certificate in Principles of Customer Service NCFE Level 3 Diploma in Customer Service NCFE Level 4 NVQ Diploma in Customer Service

It may also be useful to learners studying qualifications in the following sector areas: Travel and Tourism Sport, Leisure and Recreation Retail Health Public Service and Care Engineering and Manufacturing Technologies Arts, Media and Publishing


The course is designed to be completed in 12 weeks, approximatley 4 hours per week will be required to complete all units. If you can commit to more, the qualification can be completed more quickly. If you're 19+ and have lived in the EU for the past 3 years, your course/s will be free - you just need to complete it/them within 12 weeks or pay a £100 fee if you don’t. The funding for this course comes from the Education and Skills Funding Agency. We can claim this on your behalf if you live in England, except for those living in Greater London or any of the other devolved authorities (Greater Manchester, Liverpool City, West of England, West Midlands, the Tees Valley and Cambridge & Peterborough), in which case you should find a College nearer to home to provide your course.

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