IAO
Level 2
QN: 601/3477/X
Curriculum Active
IAO Level 2 Certificate In Principles of Customer Service
Official qualification regulated by Ofqual, awarded by IAO. Classified as a Occupational Qualification. Total guided learning hours: 132 hours.
Qualification Level
Level 2
Awarding Body
IAO
Syllabus Units
4 Units
Guided Hours
132 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
Communication in the customer service role
Verified
Key Learning Objectives:
- Understand methods of communication with customers
- Understand how to handle customer service information
- Understand how to work as part of a team to provide effective customer service
- Understand how to meet the needs of a diverse range of customers
- Understand the importance of promoting and evaluating products and services
2
Prepare to deliver excellent customer service
Verified
Key Learning Objectives:
- Understand the principles of customer service in an organisation
- Understand how customer needs and expectations are identified
- Understand how to balance customer expectations against the organisation’s offer
- Understand how complaints are handled
- Understand legislation relating to customer service
3
Understand customers
Verified
Key Learning Objectives:
- Understand different types of customers
- Understand the value of customers and their loyalty
4
Understanding the organisation
Verified
Key Learning Objectives:
- Understand the factors that affect an organisation and the customer service role
- Understand employee rights, responsibilities and organisational procedures
- Understand career pathways within customer service
- Understand how employees are supported within the customer service role
- Know the organisation’s policies and procedures
Regulatory & Verification Details
- Qualification Number (QN)
- 601/3477/X
- Regulated Status
- Available to learners
- Awarding Body
- IAO
- Qualification Type
- Occupational Qualification
- Operational Start
- Sept 2014