Customer Service

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The NCFE Level 2 Certificate in Customer Service Knowledge aims to encourage learners to develop their understanding of customer service. This qualification is ideal for those candidates who wish to learn about areas such as employee rights, career pathways in customer service, communicating with customers, promoting goods and services and working as a team. This programme will help learners to build up achievements in a way which is appropriate and meaningful. Course Information • Ablended or distance learning programme • Flexible learning–candidates complete the programme within agreed time scales • Fully supported by The Skills Network in partnership with our network of Further Education colleges • Simple enrolment and induction procedure • Receive a nationally recognised Level 2 qualification upon completion • NO course fees–fully funded by the college(subject to terms and conditions–see ‘Course Costs’ overleaf) Tutor support Our team of highly qualified tutors are available to support all learners throughout their programme of study with robust feedback, advice and guidance. Connecting people… developing skills completing the Course Each candidate will receive their own learning pack which includes three learning resources / information booklets and three paper-based assessments. Candidates must complete the assessments in the agreed time scales and submit them for marking by our team of qualified tutors. Your tutor will then provide feedback; advice and guidance to help you successfully complete the course. Upon successful completion of the assessment, candidates will be awarded the NCFE Level 2 Certificate in Customer Service Knowledge and will then be able to progress on to other areas of study. Course Content Upon enrolment each candidate will receive a learning resource / information pack which covers the following: Unit 1: Understanding the Organisation • Factors affecting an organisation and the customer service role • Employee rights, responsibilities and organisational procedures •Career pathways in customer service • How employees are supported in their role • Understanding policies and procedures Unit 2: Prepare to Deliver Excellent Customer Service •The principles of customer service in an organisation •How customer needs and expectations are identified • How to balance customer expectations against the organisation’s offer • How complaints are handled •Legislation relating to customer service Unit 3: Communication in the Customer Service Role •Communicating with customers •Handling customer service information •Working in a team •Meeting the needs of a diverse range of customers •Promoting and evaluating products and services Candidate Application Candidates can apply to undertake this course by registering their interest with their employer (e.g. their line manager, training and development or personnel department).Employers can then register candidates by completing a standard Candidate Application Form(terms and conditions apply). Applicants will then be required to attend a group induction session at their place of work at a time to be agreed. Course Costs There are no fees for this course as the college has secured funding and has agreed to waive all fees. Therefore, there is no charge to either you (the employer) or you (the candidate).** Please note that when a candidate enrols on this course they will be expected to complete the programme of study within the allocated time scales. Should a candidate not complete the course in full, they will be required to pay a fee to cover registration, administration fees and learning material costs. Funded places are subject to availability and are subject to the terms and conditions of the college delivering the course. Contact Us To register applicants, or for more information, please contact The Learnerfind Team on: T: 0113 887 8349 E: **This information is correct at time of publication and may be subject to change. The Skills Network reserves the right to impose fees at the request of partner colleges. Details of any related fees will be presented and agreed with candidates and employers prior to enrolment if applicable.