Vision2learn can help you to get skilled for the workplace and achieve
a nationally-recognised qualification, studying online for FREE on a funded course.
In a customer service role you will often be the first point of contact for your company,
so it is important that you make the right impression. Whether you deal with customers
face-to-face, or via telephone or email, this qualification is the ideal way to improve your
communication skills and develop a deeper understanding of their needs.
Course details
Each unit has a credit value. You will need to build up 13 credit values to achieve a Level 2 Certificate in Customer Service.
The units and their individual credit values are summarised below.
Unit one
Understanding the organisation
Credit value: 4 (Mandatory)
In this unit you will learn about:
The factors that affect an organisation and the customer service role
Employee rights, responsibilities and organisational procedures
Career pathways within customer service
How employees are supported within their customer service roles
Policies and procedures of the organisation.
Unit two
Prepare to deliver excellent customer service
Credit value: 4 (Mandatory)
In this unit you will learn about:
The principles of customer service in an organisation
How customer needs and expectations are identified
Balancing customer expectations against the organisation’s offer
How complaints are handled
Legislation relating to customer service.
Unit three
Communication in the customer service role
Credit value: 5 (Mandatory)
In this unit you will learn about:
Methods of communication used with customers
How to handle customer service information
How to work as part of a team to provide effective customer service
How to meet the needs of customers
The importance of promoting and evaluating products and services.