TQUK
Level 2
QN: 603/2995/6
Curriculum Active
TQUK Level 2 Certificate in Principles of Customer Service (RQF)
Official qualification regulated by Ofqual, awarded by TQUK. Classified as a Vocationally-Related Qualification. Total guided learning hours: 332 hours.
Qualification Level
Level 2
Awarding Body
TQUK
Syllabus Units
13 Units
Guided Hours
332 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
Know how to develop working relationships with colleagues
Verified
Key Learning Objectives:
- Understand the principles of effective team working.2.
- Understand how to buddy a colleague.
2
Know how to handle objections and closing sales
Verified
Key Learning Objectives:
- Understand how to handle sales objections.2.
- Understand how to close the sale.3.
- Understand the promotion of additional products and/or services to customers.
3
Know how to process information about customers
Verified
Key Learning Objectives:
- Understand how to process customer information.2.
- Understand the customer service handover process.
4
Principles of customer service
Verified
Key Learning Objectives:
- Understand customer service.2.
- Understand how legal and ethical requirements relate to customer service.3.
- Understand how to deliver effective customer service.4.
- Understand the management of customer service information.5.
- Understand customer service delivery.6.
- Understand the relationship between customer service and a brand.
5
Principles of equality and diversity in the workplace
Verified
Key Learning Objectives:
- Understand the implications of equality legislation.2.
- Understand organisational standards and expectations for equality and diversity and context in the workplace.
6
Understand customers
Verified
Key Learning Objectives:
- Understand different types of customers.2.
- Understand the value of customers and their loyalty.
7
Understand delivery of online customer service
Verified
Key Learning Objectives:
- Understand how to support customers through real-time online customer service.2.
- Understand social media in a business environment.
8
Understand employer organisations
Verified
Key Learning Objectives:
- Understand organisational structures.2.
- Understand the organisational environment.
9
Understand how to communicate with customers using the telephone
Verified
Key Learning Objectives:
- Understand how to deal with incoming customer calls.2.
- Understand how to make telephone calls to customers.
10
Understand how to communicate with customers verbally and in writing
Verified
Key Learning Objectives:
- Understand how to communicate verbally with customers.2.
- Understand how to communicate with customers in writing.
11
Understand how to develop customer relationships
Verified
Key Learning Objectives:
- Understand how to develop customer relationships.2.
- Understand how to exceed customer expectations.3.
- Understand how to support customer service improvements.
12
Understand how to process and follow up sales orders
Verified
Key Learning Objectives:
- Understand how to process and follow up sales orders.2.
- Understand post-transaction customer service.
13
Understand how to resolve customer service problems and challenges
Verified
Key Learning Objectives:
- Understand how to re
- solve customer service problems.2.
- Understand the delivery of customer service to challenging customers.
Regulatory & Verification Details
- Qualification Number (QN)
- 603/2995/6
- Regulated Status
- Available to learners
- Awarding Body
- TQUK
- Qualification Type
- Vocationally-Related Qualification
- Operational Start
- Mar 2018