Principles of Customer Service NCFE Certificate level 2

The course contains three assessments covering the three units detailed below: Unit 1 - Understanding the Organisation In this unit, you will look at the factors that can affect the organisation and customer service role. This unit also covers employee rights and responsibilities, organisational policies and procedures, career pathways in customer service and the support required. Unit 2 - Prepare to Deliver Excellent Customer Service This unit introduces customer needs, expectations and how to satisfy them. You will gain an awareness of procedures, practices, legislation and how to handle complaints. Unit 3 - Communications in the Customer Service Role This unit explores handling customer service information and working in a team. It also provides an understanding of product promotion, information security, meeting the needs of a diverse range of customers and the evaluation of products and services.