TRAINING COURSE BROKER LTD
TRAINING COURSE BROKER LTD
The QNUK Level 2 Award in Principles ofCustomer Service (RQF) qualification provides learners with an understanding of the principles of customer service.
This is a qualification taken primarily for growth and enjoyment. It is intended for those entering or returning to employment.
This qualification is comprised of a single unit.
Guided learning hours (GLH) = 6
Total Qualification Time (TQT) = 6
The QNUK Level 2 Award in Principles ofCustomer Service (RQF) qualification is intended for those that are entering employment, and are looking to enter a customer service role.
The qualification introduces the principles of good customer service.
Learning outcome Assessment Criterion
Understand the principles of customer service
Describe what is meant by the term good customer service
List the benefits of good customer service in relation to the:
Customer
Employee
Organisation
Explain the importance of suitable personal presentation
Know how to identify a customer’s needs and expectations
List ways in which a customer’s needs can be identified
Describe different customer’s needs
Outline how a customer’s expectations are formed
Describe ways of exceeding customer’s expectations
Know how to communicate effectively with customers
List methods of communicating with customers
Explain how to communicate with customers on the telephone
Give examples of body language that is commonly accepted as:
Negative
Positive
Explain how to effectively communicate with a face-to-face customer
Understand actions to be taken where a customer’s needs and expectations are not met
Identify factors that may contribute to not meeting a customer’s needs or expectations
Explain the action that should be taken when it is identified that a customer’s needs or expectations cannot be met
Describe ways of dealing with difficult customers
There is a single multiple choice question paper. Learners must achieve a minimum of 75% to pass.
This qualification is available to those over 14 years. Candidates should be at least a level 1 numeracy and literacy or equivalent
