OCNLR
Level 2
QN: 600/9593/3
Curriculum Active
OCNLR Level 2 Certificate in Principles of Customer Service
Official qualification regulated by Ofqual, awarded by OCNLR. Classified as a Other Vocational Qualification. Total guided learning hours: 93 hours.
Qualification Level
Level 2
Awarding Body
OCNLR
Syllabus Units
3 Units
Guided Hours
93 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
Understand the principles of customer service
Verified
Key Learning Objectives:
- Understand relationships between customer expectations and customer satisfaction
- Understand the service offer of organisations, 
- Understand how the service chain supports the delivery of good customer service
2
Understand the rules of customer service
Verified
Key Learning Objectives:
- Understand the internal practices and procedures of organisations when delivering customer service
- Understand external legislation and regulations relating to customer service within organisations
3
Understand the use of communication in customer service
Verified
Key Learning Objectives:
- Understand non-verbal communication techniques when delivering customer service
- Understand verbal communication techniques when delivering customer service
- Understand when communication with a customer should be referred to someone else within an organisation
Regulatory & Verification Details
- Qualification Number (QN)
- 600/9593/3
- Regulated Status
- Available to learners
- Awarding Body
- OCNLR
- Qualification Type
- Other Vocational Qualification
- Operational Start
- Jul 2013