The course is divided into seven units, all of which you will need to complete to achieve the full qualification:

• Unit 1 - Principles of Customer Service and Delivery - This unit provides learners with an understanding of customer service and its effective delivery. Legal and ethical requirements relating to customer service and maintaining customer service information are also covered. 

• Unit 2 - Understand Customers - This unit provides learners with an understanding of the different types of customers. Learners will understand the relationship between good customer service and customer loyalty, and how this affects the organisation in terms of reputation and image.

• Unit 3 - Understand Employer Organisations - This unit ensures learners understand organisational structures and the differences between the private, public and voluntary sectors. Learners will be able to describe the internal and external influences on organisations and why change within the business environment is important. 

• Unit 4 - Understand How to Communicate with Customers - In this unit learners have the opportunity to increase their knowledge of communication techniques. They will identify and adapt their communication styles in order to offer the best customer service. Learners will increase their knowledge of the different forms of written communication and be able to select the most appropriate method that meets the needs of the customers. 

• Unit 5 - Understand How to Handle Customer Information - This unit develops the learner’s understanding and knowledge of customer service information systems and handover procedures - they will be able to record, retrieve and process information. Learners also plan and carry out handovers with colleagues in line with organisational procedures. 

• Unit 6 - Understand How to Resolve Problems and Deliver Customer Service to Challenging Customers - This unit provides learners with an understanding of how to deal with challenging customers and describe techniques to resolve problems. Learners will be able to identify customer service problems, agree solutions to problems, and manage unresolved problems by referral to other sources.  

• Unit 7 - Understand How to Develop Customer Relationships - This unit provides learners with an understanding of how to develop customer relationships and the value of customer loyalty and retention to the organisation. Learners will be able to describe how customers form expectations of the service they receive and explain the limits of their own authority in implementing improvements. 

You don’t need to have any specific requirements to take this course.

To complete this distance learning course at no charge you will need to match the following entry criteria:

• Are a resident of the EEU (European Economic Area) and have been for at least 3 years
• Will be undertaking your learning within England
• Are aged 19 or above
• There are no formal entry requirements for this course but you will need to have a good standard of English and maths
  

• Studying via distance learning means you can choose when and where you study.
• We recommended allowing a minimum of 5 to 6 hours per week to study this course in your own time.
• You will be given submission dates for each unit to help you stay on track and complete within the allocated timeframe of 6 months.  
• This course is delivered through online assessments and online learning materials.
• You are required to study the learning materials online and then answer the knowledge based assessments confirming your understanding of the topics.
• We encourage learners to reflect on their own experiences, work based or personal and include these within their answers where relevant and suitable.
• This is a level 2 qualification, answers should be formed in paragraphs and learners will be required to write in detail, using structured sentences demonstrating knowledge.