Level 2 Diploma for Customer Service Practitioners (RQF) TQUK
Explore the course outline and build a smart revision plan for Level 2 Diploma for Customer Service Practitioners (RQF) TQUK.
Start revising this course →Content Overview
40 topics in 4 modules
☑️ Understanding the Organisation 10 topics
- Responsibilities and Output of the Organisation
- Regulations and Legislation Relevant to the Sector
- Organisational Policies and Procedures
- Current Market Trends
- Competitors and their Services
- Importance of Brand and Corporate Reputation
- Interactions between Different Parts of the Organisation
- Role of Customer Service within the Organisation
- Impact of the Organisation's Values on Customer Service
- Organisational Culture and Influence on Customer Service Delivery
☑️ Meeting Regulations and Legislation 10 topics
- Understanding Regulatory and Legislative Requirements
- Conforming to General Regulations
- Implementing Workplace Legislation and Standards
- Health and Safety Considerations
- Data Protection and Privacy Issues
- Equality and Diversity Legislation
- Complying with Financial and Commercial Regulations
- Environmental Regulations and their Impact
- Understanding Contractual and Consumer Rights
- Dealing with Breaches of Regulations
☑️ Delivering Customer Service 10 topics
- Understanding Customer Profiles
- Identifying and Meeting Customer Expectations
- Delivering Consistent Service
- Relationship Building Techniques
- Use of Positive Language and Behaviour
- Situation Analysis and Decision Making
- Dealing with Different Types of Customer Behaviours
- Adapting Style and Approach to Suit Customers' Needs
- Resolving Complaints and Conflicts
- Promoting Additional Services or Products to Customers
☑️ Communication with Customers 10 topics
- Verbal and Non-Verbal Communication Techniques
- Understanding the Importance of Tone and Language
- Using Active Listening Skills
- Empathising with the Customers
- Negotiating Effectively with Customers
- Providing Clear and Accurate Information
- Understanding Different Communication Channels
- Responding to Customer Feedback
- Dealing with Difficult Customer Interactions
- Recognising and Responding to Customer Emotions
Try Adapt now
Add this exact course and build your personalised revision plan.