Certificate in Customer Service Knowledge (Level 2) Course

Unit 1 – Understanding the organisation

This unit introduces you to procedures, practices and legislation as well as how to identify your needs and the support required in order to progress within a customer service role. When you have completed this unit you should know and understand:

• The factors that affect an organisation and the customer service role.
• Employee rights, responsibility and organisational procedures.
• Career pathways within customer service.
• How employees are supported within the customer service role.
• The organisation’s policies and procedures.

Unit 2 – Prepare to deliver excellent customer service

This unit helps you to identify and satisfy customer needs. When you have completed this unit you should know and understand:

• 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

This unit ensures that you have the necessary knowledge to deal with a variety of customers in different situations. It also ensures that you have necessary knowledge of information security and of evaluation of customer service. When you have completed this unit you should know and understand:

• Methods of communication 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 a diverse range of customers.
• The importance of promoting and evaluating products and services.