This qualification provides candidates with the essential underpinning knowledge and understanding that would be needed by a competent employee functioning in Customer Service job roles. It has also been designed to accredit the mandatory knowledge and understanding of Apprentices embarking upon Apprenticeship programme in Customer Service. This is teaching generic customer service skills and so is suitable for many sectors including retail, front of house, reception desk, sales desk etc.
The course involves attending weekly workshops to gain the under-pinning knowledge on good customer service. This is the technical certificate for customer service apprentices and is also a stand-alone qualification for those wishing to gain knowledge about customer service. There are two methods of assessment available; either an online test at the end of each unit or a portfolio of evidence is compiled by the student. This will be discussed at the start of the course.
The awarding body for this qualification is Edexcel/Pearson.
To achieve a level 2 Certificate in Customer Service you must complete a minimum of 13 credits. All credits are achieved through the three mandatory units.
Mandatory units (13 credits) :
Unit 1 Understanding good customer service (6 credits/L2)
Unit 2 Delivering effective customer service (4 credits/L2)
Unit 3 Planning for self development in customer service (3 credits/L2)