NCFE
Level 2
QN: 601/7070/0
Curriculum Active
NCFE Level 2 Certificate in Principles of Customer Service (VRQ)
Official qualification regulated by Ofqual, awarded by NCFE. Classified as a Vocationally-Related Qualification. Total guided learning hours: 345 hours.
Qualification Level
Level 2
Awarding Body
NCFE
Syllabus Units
13 Units
Guided Hours
345 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
Principles of customer service and delivery
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Principles of customer service and delivery
- Apply practical skills, procedures and techniques in Principles of customer service and delivery
- Evaluate performance, standards and best practices for Principles of customer service and delivery
2
Principles of equality and diversity in the workplace
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Principles of equality and diversity in the workplace
- Apply practical skills, procedures and techniques in Principles of equality and diversity in the workplace
- Evaluate performance, standards and best practices for Principles of equality and diversity in the workplace
3
Understand customers
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Understand customers
- Apply practical skills, procedures and techniques in Understand customers
- Evaluate performance, standards and best practices for Understand customers
4
Understand employer organisations
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Understand employer organisations
- Apply practical skills, procedures and techniques in Understand employer organisations
- Evaluate performance, standards and best practices for Understand employer organisations
5
Understand how to communicate with customers
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Understand how to communicate with customers
- Apply practical skills, procedures and techniques in Understand how to communicate with customers
- Evaluate performance, standards and best practices for Understand how to communicate with customers
6
Understand how to communicate with customers using the telephone
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Understand how to communicate with customers using the telephone
- Apply practical skills, procedures and techniques in Understand how to communicate with customers using the telephone
- Evaluate performance, standards and best practices for Understand how to communicate with customers using the telephone
7
Understand how to deliver customer service online
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Understand how to deliver customer service online
- Apply practical skills, procedures and techniques in Understand how to deliver customer service online
- Evaluate performance, standards and best practices for Understand how to deliver customer service online
8
Understand how to develop customer relationships
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Understand how to develop customer relationships
- Apply practical skills, procedures and techniques in Understand how to develop customer relationships
- Evaluate performance, standards and best practices for Understand how to develop customer relationships
9
Understand how to develop working relationships with colleagues
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Understand how to develop working relationships with colleagues
- Apply practical skills, procedures and techniques in Understand how to develop working relationships with colleagues
- Evaluate performance, standards and best practices for Understand how to develop working relationships with colleagues
10
Understand how to handle customer information
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Understand how to handle customer information
- Apply practical skills, procedures and techniques in Understand how to handle customer information
- Evaluate performance, standards and best practices for Understand how to handle customer information
11
Understand how to handle objections, promote additional products or services and close sales
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Understand how to handle objections, promote additional products or services and close sales
- Apply practical skills, procedures and techniques in Understand how to handle objections, promote additional products or services and close sales
- Evaluate performance, standards and best practices for Understand how to handle objections, promote additional products or services and close sales
12
Understand how to process sales orders and provide post transaction customer service
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Understand how to process sales orders and provide post transaction customer service
- Apply practical skills, procedures and techniques in Understand how to process sales orders and provide post transaction customer service
- Evaluate performance, standards and best practices for Understand how to process sales orders and provide post transaction customer service
13
Understand how to resolve problems and deliver customer service to challenging customers
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Understand how to resolve problems and deliver customer service to challenging customers
- Apply practical skills, procedures and techniques in Understand how to resolve problems and deliver customer service to challenging customers
- Evaluate performance, standards and best practices for Understand how to resolve problems and deliver customer service to challenging customers
Regulatory & Verification Details
- Qualification Number (QN)
- 601/7070/0
- Regulated Status
- Available to learners
- Awarding Body
- NCFE
- Qualification Type
- Vocationally-Related Qualification
- Operational Start
- Nov 2015