Level 2 Customer Service Knowledge

Awarding Body: NCFE

Duration: 20 Weeks

GLH: 115

Credit Value: 13

Our goal is to equip learners with a nationally-recognised qualification to enhance their career progression.

Your role in customer service often makes you the first point of contact for your company. Therefore it is extremely important that the customers you deal with face-to-face or via telephone or email get the right impression of your organisation. This qualification is the ideal way to improve your communication skills and develop a deeper understanding of customer needs.

With customer service knowledge you will:

  • Develop your knowledge of customer service practices and procedures
  • Achieve a recognised qualification that will enhance your CV
  • Gain practical, transferable skills for the workplace.

Entry Criteria:

There are no formal entry requirements however learners are required to possess the basic standards of English, Mathematics, and Information Communication Technology skills required to undertake this qualification.

The Customer Service is a classroom taught pathway achieved by gathering a range of evidence. This pathway is for those learners who do not have any prior customer service experience but wish to undertake the qualification in a classroom based setting. The qualification consists of the following units:

  1. Understanding the organisation (H/503/0322)
  2. Prepare to deliver excellent customer service (H/503/0324)
  3. Communications in customer service role (K/503/0323)

A variety of teaching and learning methods are employed throughout the programme in order to ensure the acquisition and development of the appropriate knowledge, understanding, skills and competences necessary to achieve the learning outcomes. These will be experienced during classroom sessions interspersed with workshops, small group events, and individual practical activities together with structured exercises and discussions.

Learners will be guided and directed to areas of research and appropriate background reading in order to complete the required assignments.

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