Level 2 Certificate in Principles of Customer Service (RQF) TQUK
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Content Overview
50 topics in 5 modules
☑️ Understanding the Organisation 10 topics
- The vision and mission statement in customer service
- Business environmental factors affecting customer service
- Types and purposes of organisational structures and systems
- Organisational targets and how they relate to customer service
- Policies and procedures for promoting products/services
- Roles and responsibilities of customer service staff
- Knowing your organization's products and services
- The expectations and demands of stakeholders: shareholders, employees, customers
- Protection of brand reputation and corporate identity
- The Organisational induction process
☑️ Preparing to Deliver Excellent Customer Service 10 topics
- Importance of preparing self, area and systems to serve customers
- The use of positive language and behavior when serving customers
- Preparing troubleshooting approaches
- Handling customer complaints and issues
- Health and safety regulations involved in handling customers
- Methods and benefits of capturing customer feedback
- Importance of setting SMART goals in customer service
- Character traits of an effective customer service representative
- How to build and maintain rapport with customers
- Preparations for dealing with customers from diverse backgrounds
☑️ The Effectiveness of Customer Service 10 topics
- The importance of excellent service for both customer and business
- The potential effect of customer service performance on business reputation
- The power of communication in maintaining customer relationships
- Identifying and resolving challenging situations in customer service
- Understanding and managing customer expectations
- Benefits and drawbacks of customer retention to business
- Understanding and experiencing coworker's roles in customer service
- The role of customer service in marketing and sales
- Utilizing customer feedback for improving service delivery
- Implementing service recovery methods for unsatisfied customers
☑️ Communication in the Customer Service Role 10 topics
- Various communication methods in customer service
- Appropriate language and tone of voice when dealing with customers
- Active listening skills in customer service
- Effective use of body language and personal space in customer service
- How to handle language barriers in customer service
- Understanding non-verbal communication from customers
- Dealing with angry customers and escalating issues appropriately
- Handling and resolving customer complaints
- Communicating orally and in writing, within the team and with customers
- Dealing with emergency situations and communicating to keep customers informed
☑️ Principles of Working in a Team 10 topics
- Team roles and functions in customer service
- Adapting to different customers and situations as a team
- Supporting and helping colleagues in customer service situations
- Importance of positive attitudes and behaviours within a team
- Conflict resolution within team members
- Group decision-making and problem-solving
- Participating and contributing to team meetings
- Dealing with work pressures and stress within the team
- Encouraging innovation and creativity within the team
- Team evaluation and giving/receiving constructive criticism
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