QNUK - Level 2 Award in Principles of Customer Service course syllabus.

Category: Customer-Service

Level: Beginner

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