Level 2 Certificate in Customer Service (RQF) TQUK
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40 topics in 4 modules
☑️ Understanding Customer Service 10 topics
- Principles of Customer Service
- Value of Customers to an Organization
- Legal and Ethical Requirements
- Customer Relations and Client Needs
- Internal and External Customers
- Communications with Customers
- Role of Customer Service in Achieving Objectives
- Importance of Customer Feedback
- Dealing with Customer Information
- Impact of Customer Service on Customer Loyalty
☑️ Principles of Working in a Customer Service Role 10 topics
- Essential Skills for a Service Role
- Communication Skills
- Problem Solving
- Representation of Your Organisation
- Building Relationships with Customers
- Adapting Service to Customer Needs
- Resolving Complaints and Conflict
- Dealing with Difficult Customers
- Team Working in a Customer Service Environment
- Importance of Teamwork for Delivering Service
☑️ Delivering Customer Service 10 topics
- Customer Service Delivery Methods
- Importance of Consistency and Reliability
- Maximising Customer Engagement
- Responding to Customer Queries and Problems
- Policies and Procedures for Customer Service
- Benefiting from Customer Feedback
- Utilising Customer Feedback
- Dealing with Complaints
- After Sales Service
- Role of Technology in Customer Service
☑️ Understanding Employer Organisations 10 topics
- Different Types of Organisations
- Vision, Mission and Objectives
- Internal Structures and Roles
- Legal Responsibilities
- Compliance and Regulations
- Understanding Market Position
- Understanding Competition
- Planning Techniques and Tools
- Innovation and Improvement in Organisations
- External Factors Affecting the Business
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