Our Level 2 Diploma in Customer Service (RQF) is an accredited qualification aimed at equipping you with essential skills and knowledge for customer service roles. This comprehensive course focuses on improving communication, problem-solving, and meeting customer needs, bolstering your confidence in handling various professional scenarios.
Throughout the diploma, you’ll engage with modules covering topics like understanding employer organisations, delivering quality customer service, addressing customer needs, and personal performance and development management. By exploring different organisational structures, refining communication strategies, and prioritizing personal growth, you’ll develop a well-rounded skill set tailored for the customer service domain.
Ideal for individuals already working or volunteering in customer service, this course offers a blend of theoretical learning and practical application in real-world settings. With support from a dedicated tutor, available through remote or in-person sessions, you’ll navigate the course material effectively.
Upon completion, you’ll possess the expertise to manage customer enquiries, handle feedback constructively, nurture customer relationships, and champion diversity and equality in service environments. This diploma prepares you to excel in diverse customer service roles, paving the way for professional growth and advancement.
Course Details
Qualification Name: Level 2 Diploma in Customer Service (RQF)
Accreditation: iCQ OfQual recognised qualification
OfQual Qualification Accreditation Number (QAN): 601/3689/3
Average time to completion: 6 to 12 months
Course Content
Mandatory Units
- Module 1 – Understanding Employer Organisations: This module covers the different structures and legal aspects of organisations, as well as internal and external influences and the importance of adapting to changes in the business environment.
- Module 2 – Customer Service Delivery: This module looks at customer needs, organisational products, and services, emphasising individualised treatment, maintaining promises, and resolving issues effectively. It also explores methods of self-assessment and supporting service improvements.
- Module 3 – Understanding Customers: This module delves into various customer types, internal vs. external customers, and the impact of cultural factors on expectations. Also explored are customer value, loyalty, and the relationship between customer satisfaction and organisational performance.
- Module 4 – Principles of Customer Service: This module focuses on the purpose of customer service, maintaining service quality, legal and ethical considerations, and effective communication techniques as well as how to manage customer service information and handle complaints.
- Module 5 – Managing Personal Performance and Development: This module teaches setting SMART objectives, managing time and workload effectively, identifying development needs, and implementing personal development plans.
Optional Units
- Module 6 – Verbal Communication with Customers: This module explores effective verbal communication, including tone, language, questioning techniques, and empathy, to meet customers’ needs professionally.
- Module 7 – Resolving Customer Service Problems: This module covers understanding and managing customer complaints, including identifying problems, resolving issues within guidelines, and managing unresolved problems.
- Module 8 – Gathering, Analysing, and Interpreting Customer Feedback: This module covers how to collect, analyse, and interpret customer feedback, identify improvement areas, and recommend enhancements to customer service.
- Module 9 – Handling Customer Complaints: This module focuses on understanding and resolving customer complaints, including assessing complaints, communicating effectively, and adhering to organisational policies.
- Module 10 – Developing Customer Relationships: This module covers the importance of customer relationships, customer loyalty, and effective communication to foster long-term connections.
- Module 11 – Providing Reception Services: This module covers the receptionist’s role, standards of service, dealing with challenging situations, and maintaining security and safety protocols.
- Module 12 – Equality and Diversity in the Workplace: This module Understanding equality legislation, organisational standards, and individual responsibilities regarding equality, diversity, and inclusion in the workplace are the key focus here.
Enrolment and Delivery
Please use our enquiry form or contact us by telephone if you have any queries about this qualification or would like to express an interest to enrol onto this course. A member of our team will be happy to answer any questions, help to make sure this course is right for you and/or your staff team, and talk you through what is involved in enrolment and course completion.
Upon enrolment, you will be assigned a personal tutor who will assist you through achieving successful and meaningful completion of your award. All of the electronic resources, workbooks and assignments required for you to complete the course will be emailed to you for you to commence working with at a time of your convenience. Your tutor will work with you to set targets and milestones that are achievable for you and will check in with you regularly, providing assistance whenever necessary.
On successful completion of your award, your assessor will coordinate with the awarding body for the issuance of your certificates, which will be promptly delivered to you.
Pricing
Including Assignment, Workbook and Resources:
The full cost of this qualification is £850 per person which is duly invoiced at the point of enrolment.
Upon completion and certification of this qualification, the certificate(s) for you/your staff members will be sent to you.
Quality Assurance
This Level 2 Diploma in Customer Service is accredited to the Regulated Qualification Framework (RQF), the new framework for creating and accrediting qualifications in England, Wales and Northern Ireland. The Office of Qualifications and Examinations Regulation (OfQual) regulates this qualification, examinations and assessments in England.
Complete Training is an approved registered centre with the OFQUAL regulated awarding organisation ‘I Can Qualify‘ (iCQ). All our qualifications are subject to both internal and external quality assurance processes to ensure we meet all of the awarding body specifications. All course materials are developed to meet the specific outcomes that make up the full qualification.
Enquiry Form
At Complete Training, we understand that choosing the right training provider is an important decision, and we’re here to support you every step of the way. Your enquiry is important to us, and we want you to feel completely at ease reaching out to us.
Rest assured, there’s absolutely no pressure here. Feel free to ask us anything. We’re here to provide you with the information you need, without any obligation to commit.
