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About the course

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. This qualification aims to provide you with an understanding of customer service skills, including different organisational structures and current sales and consumer-related legislation.


Entry requirements

All students will be required to attend an initial induction session at the start of the course and you will be allocated a designated tutor who will support you through your qualification. The induction is designed to give the learner the best possible start and due to the funding process for these courses you will have to complete some enrolment forms and complete an initial screening for Maths and English. The induction is an integral part of the course and can take up to 2 hours. The induction will take place at West Suffolk College in Thetford. 


TQUK Level 2 qualification

What you'll learn (core modules)

  • Unit 1: Principles of customer service and delivery

In this unit you will be provided with a fundamental understanding of customer service and develop knowledge of legal and ethical requirements that relate to customer service and maintaining customer service information.

  • Unit 2: Understand customers

This unit will develop your knowledge of the different types of customers and the links between good customer service and customer loyalty, and how this affects an organisation's reputation and image.

  • Unit 3: Understand employer organisations

In this unit you will learn about varied organisational structures and the differences between private, public and voluntary sectors. You will also learn about internal and external influences on organisations and why change in the business environment is important.

  • Unit 4: Understand how to communicate with customers

This unit will help your you understand the importance of effective communication in customer service. You will learn about different communication techniques and how to identify and adapt their communication style to offer the best customer service.

  • Unit 5: Understand how to handle customer information

In this unit you will learn about customer service information systems and handover procedures. You will also learn about different responsibilities and levels of authority for processing customer service information.

  • Unit 6: Understand how to resolve problems and deliver customer service to challenging customers

This unit will provide you with the knowledge needed to handle challenging customers. You will develop techniques to resolve problems and manage unresolved problems by referring to other sources.

  • Unit 7: Understand how to develop customer relationships

In this unit you will develop your understanding of how to develop customer relationships and the value of customer loyalty.

How will I be assessed?

This qualification is assessed via an internally assessed portfolio of evidence which is submitted to your tutor using the online portal.

Where is the course delivered? (facilities/classrooms)

After the initial induction session all learning is completed online at a time that suits you without the need to attend college.  From March 2020 until further notice these inductions will be held on line via Zoom. Full details will be provided once you have you completed the enrolment process.

Where will this course take me?

Once you have completed your flexible learning course with us, you may feel that you would like to progress with your studies or develop skills in another area and take up another course. Please see our website for more details

How much will it cost?

The course is fully funded and there are no associated costs with completing this course*

However if you start and not complete this course there will be a charge of £125


*The course is fully funded subject to the individual being over 19 and having lived in an EEA country for the last 3 years

Days & times

Please contact us for dates and further information

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