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New Covid Advice Update for Students: Friday 8 April 2022

Customer Service

  • Students

    This FREE versatile on-line qualification will help you to develop your customer service skills and boost your prospects for your first customer service job.

    • Learn more about the delivery of excellent customer service
    • Improve your communication skills to strengthen relationships and interactions with customers and colleagues
    • Develop the knowledge and principles that underpin outstanding customer care
    • Gain or develop key transferrable skills applicable in a range of industries and sectors

    Each unit contains an assessment to demonstrate your knowledge of each subject area. Once you successfully complete all four units you will achieve a Level 2 Certificate in Customer Service.

    Unit 1: Understanding the organisation

    • Factors that can affect an organisation and the customer service role
    • Employee rights, responsibilities and organisational procedures
    • Career pathways within customer service
    • How employees are supported within the customer service role
    • Organisation’s policies and procedures

     Unit 2: Prepare to deliver excellent customer service

    • The principles of customer service in an organisation
    • How customer needs and expectations are identified
    • How to balance customer expectations against the organisation’s offer
    • How complaints are handled
    • Legislation relating to customer service

    Unit 3: Communication in the customer service role

    • Methods of communication with customers
    • How to handle customer service information
    • How to work as part of a team to provide effective customer service
    • How to meet the needs of a diverse range of customers
    • The importance of promoting and evaluating products and services

     Unit 4: Understand customers*

    • Cultural factors and how they can affect customer expectations
    • How good customer service can positively influence customer loyalty
    • How the reputation and image of organisations can effect customer perceptions
    • Identifying dissatisfied customers.

     *Mandatory for Lifetime Awarding students

    Course duration

     12 weeks 

    Recommended study

     10 hours per week 

    Study requirements

    Whilst an understanding of the sector would be advantageous no existing qualifications are required.

    What computer software will I need?

    • An Internet enabled desktop / laptop PC.
    • An active email account.
    • Adobe Acrobat Reader or similar PDF reader.
    • The ability to read / edit Microsoft Word documents using Word or similar (e.g. LibreOffice).

    Note: You will specifically need a recent full version (including Excel & PowerPoint) of Microsoft Office for our IT courses.

    Supported web browsers

    The following browsers are currently supported which all follow a continuous release policy. We will support the latest 2 major versions of each.

    • Microsoft Edge
    • Google Chrome
    • Mozilla Firefox
    • Apple Safari

    Please ensure that your browser settings allow Popups from vision2learn and that JavaScript and Cookies are enabled.

    Note: If you are unsure of your browser version and JavaScript / Cookie settings visit: www.whatismybrowser.com.

     

Shortlist and Apply

Course Variant

Campus

Start Date

Shortlist and Apply

If you would like to apply for this course, please add it to your shortlist. You may then add further courses to your shortlist or continue to complete your application.


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What You Will Pay

British and European Union students

Age: 16-18

You will pay £0 for your course

Your course could be free of charge as you may be eligible for financial support to help pay your tuition fees, travel, exams, materials or childcare.

When you enrol you’ll need to pay any course fees for the first year, which you can do by direct debit, cash, debit card or credit card.

Please contact us for more information.

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British and European Union students

Age: 19+

Costs start at £0 for your course

Your course could be free of charge as you may be eligible for financial support to help pay your tuition fees, travel, exams, materials or childcare.

When you enrol you’ll need to pay any course fees for the first year, which you can do by direct debit, cash, debit card or credit card.

Please contact us for more information.

0345 155 2020

If you would like to apply for this course, please add it to your shortlist. You may then add further courses to your shortlist or continue to complete your application.


Shortlist and Apply

Overseas students

Please contact us to discuss your fees for this course

0345 155 2020

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Why Gloucestershire College?

We guide any ambitious and motivated person on their journey through education and their career, by providing the right environment that encourages and nurtures individual talents.

Our industry-standard facilities and experienced teaching team provide our students with the skills businesses truly need.

We are here to help

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90% of students would recommend GC and 95% said that the teaching on their course was good.

Ofsted has rated us good.

  • We offer industry relevant facilities
  • Our lecturers are passionate subject specialists
  • Employers value our students' skills

We'll look after you. We have dedicated teams to help you and a great Learning Mentor scheme.

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