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

Course Overview

The duration of this course is11-13 weeks.

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

Eligibility for FREE Level 2 Distance Learning courses:



  • Learners must be aged 19 years old or over as of 31 August in the current
    academic year.

  • Must have lived in the EU for the last three years

  • Must currently reside in England, in a postal code outside of
    Greater Manchester, Liverpool City, Cambridge & Peterborough, Tees Valley,
    Greater London Authority (GLA), West Yorkshire Combined Authority, West
    Midlands.

  • If aged 19-23, must hold a full Level 2 qualification or above in any
    subject (i.e QCF Diploma Level 2, five GCSEs/O Levels grade A-C, two or three.
    AS Levels, CSE grade 1 5 or more, one A Level, QCF Certificate, GNVQ
    Intermediate, First Certificate or Principle of Learning Level 2).

  • If aged 24+ no qualifications are required.

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 distancelearningteam@btc.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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