Principles of Customer Service Distance Learning Level 2 - Bridgwater & Taunton College

Course Overview

The duration of this course is 16-20 weeks. Guided learning hours are 8-10 hours per week dependent upon knowledge of the subject.

This course will enable learners to develop central knowledge of how to carry out customer service tasks.

As part of the course you will study seven mandatory units:

UNIT 1 – Principles of customer service and delivery

  • Section 1 Understand customer service
  • Section 2 Understand how legal and ethical requirements relate to customer service
  • Section 3 Understand how to deliver effective customer service
  • Section 4 Understand the management of customer service information
  • Section 5 Understand customer service delivery

UNIT 2 – Understand customers

  • Section 1 Understand different types of customers
  • Section 2 Understand the value of customers and their loyalty

UNIT 3 – Understand employer organisations

  • Section 1 Understand organisational structures
  • Section 2 Understand the organisational environment

UNIT 4 – Understand how to communicate with customers

  • Section 1 Understandhowtocommunicateverballywithcustomers
  • Section 2 Understand how to communicate with customers in writing

UNIT 5 – Understand how to resolve problems and deliver customer service to challenging customers

  • Section 1 Understand the delivery of customer service to challenging customers
  • Section 2 Understand the resolution of customer service problems

UNIT 6 – Understand how to develop customer relationships

  • Section 1 Understand how to develop customer relationships
  • Section 2 Understand how to exceed customer expectations
  • Section 3 Understand how to support customer service improvements

UNIT 7 – Understand how to develop working relationships with colleagues

  • Section 1 Understand the principles of effective team working
  • Section 2 Understand how to buddy a colleague

Assessment Methods

Assessments are due at the end of each unit. Your tutor will assess your work and build up your portfolio of evidence of learning. A certificate will be awarded on satisfactory submission of evidence of learning for the units studied.

Course Summary

Course Title Principles of Customer Service Distance Learning Level 2
Entry Requirements

To view eligibility criteria for our FREE Level 2 Distance
Learning courses, click
here.


An administration fee will be incurred if you withdraw from the
course.

Attendance Requirements As a Distance Learning course, there is no need to attend College. For further information or advice, please contact the Distance Learning team:01823 366612 distancelearning@somerset.ac.uk
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Spotlight

‘I found the entire experience of studying my Level 2 course really rewarding, that I decided to further my knowledge by completing a Level 3 course. I’m continually learning new skills and it’s really helping my professional development in the workplace’

– Amanda, ILM Leadership & Management Level 3 Distance Learning

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