Workbased Customer Service Knowledge Level 2

Workplace learning will promote ‘in work’ progression of employed individuals with low skills via work related skills training providing provision that will raise their attainment, enabling to improve their employment status and move on to undertake higher level qualifications.

This qualification introduces candidates to:

Understanding the organisation:

• Factors effecting an organisation and the customer service role


• Employee rights and responsibilities and organisational procedures


• Career pathways in customer service


• How employees are supported in their role


• Understanding policies and procedures

Prepare to deliver excellent customer service:

• The principles of customer service in an organisation


• How Customers’ needs and expectations are identified


• How to balance customer expectations against the organisations offer


• How complaints are handled


• Legislation relating to customer service

Communication on the customer service role :

• Communicating with customers


• Handling customer service information


• Working as a team


• Meeting the needs of a diverse range of customers


• Promoting and evaluating product and services

OUTLINE PROGRAMME

Successful completion of the training programme and assessment will enable learners to understand:

• Employee rights and responsibilities


• Career pathways in customer service


• Communicating with customers


• Promoting goods and services


• Working as a team.