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Certificate in Principles of Customer Service Level 2 Apply Now »

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Level: 3

Location: Distance Learning

Years: 1

Weeks: 12

Hours: 1.00

Start: 01/08/2021

Days / Times:

Tuition (£): 0.00*
Full Concession: (0 Tuition/Exam Fee) available dependant on eligibility – A Full Concession is not applicable to a full-cost course

Adult Loan Amount: 1265.00****

Interview: Y

Course Summary

This qualification is ideal for anyone who is currently working in a customer facing role, or anyone who is looking to secure a job where the role involves customer service knowledge as a key component.

Entry requirements

You need a good understanding of both written and spoken English and some IT knowledge.

Course Content

This course is split into seven manageable units:
 
Unit 1: Principles of customer service and delivery
 
Unit 2: Understand customers
 
Unit 3: Understand employer organisations
 
Unit 4: Understand how to communicate with customers
 
Unit 5: Understand how to handle customer information
 
Unit 6: Understand how to resolve problems and deliver
customer service to challenging customers
 
Unit 7: Understand how to develop customer relationships

How will I be assessed?

Studying via distance learning means you can choose when and where you study.
 
You will be assessed via an eplatform with 1-1 coach/tutor support 
 
On completion of your studies, a portfolio of evidence is submitted.

Are there any additional costs or specialist equipment required?

There are no additional costs.

Access to IT equipment and the Internet is required.

What can I do after this course?

Further Study

You could consider further qualifications covering:

  • Business Administration Principles
  • Team Leading Principles
  • NVQ Customer Service 
  • NVQ Business Administration

 

 

Did you find the course information on this page useful?

 

* Tuition - This figure is the fee to be paid if you are not entitled to any concessions.
*** Co-Tuition - This figure is the fee to be paid if you are entitled to any partial concessions.
**** Advanced Learner Loan: if you are aged 19 or over and want to study at Level 3, 4, 5 or 6, you could apply for an Advanced Learner Loan to help with the costs of your study. This is the fee that would need to be financed by a successful application for a loan. Alternatively, you or your employer could pay the fees directly.

Dayne Yearwood

Dayne Yearwood

Fashion retail apprentice helps indie retailer grow, despite lockdown

DCG Fashion Retail apprentice Dayne Yearwood has had to learn quickly in his first year with independent menswear retailer Henry George.
 
Dayne joined the Ilkeston-based business on its first day of trading in October 2019 but within weeks of opening, the shop had to close its doors for four months due to coronavirus.
 
But, despite the huge challenges of trading during a pandemic, Henry George has continued to enjoy wide customer support and is now opening a second shop in Mansfield.
 
After leaving school eighteen-year-old Dayne studied for A levels in IT, Photography and Maths but found sixth form college wasn’t for him.So, his uncle, who at the time was planning to open Henry George, suggested the fashion retail apprenticeship at his new business.
 
Dayne, who has always been interested in fashion, is enjoying all aspects of his role. He said: “I like the customer service side of the job and interacting with the people who come in. We’ve got a good following locally too, with some customers visiting the shop every week to see what’s new in. I also like the social media side, using it to promote the brand and to grow our sales online and in the shops.”
 
Due to lockdown Dayne hasn’t been assessed in the workplace as yet but he’s pleased with the support he’s receiving from Derby College.
 
He added: “My lecturers are good. They contact me regularly to see how I’m getting on and they’re always there to offer help. I’m glad the shop’s reopening and that I’ll be able to catch up with my assessments soon and get my fashion retail qualifications.”
 
Ash Allen, Operations Manager at Henry George Menswear, said Dayne’s IT and photography skills were benefiting the business.
 
He added: “I’ve been able to hand over all the social media and photography aspects to Dayne. He’s looking after the promotional shots and our Instagram and Facebook accounts, freeing me up to concentrate on sales and business development.
 
“We’re continuing to grow, with two shops now, so longer term we may look at taking on another retail apprentice.”

My lecturers are good. They contact me regularly to see how I’m getting on and they’re always there to offer help. I’m glad the shop’s reopening and that I’ll be able to catch up with my assessments soon and get my fashion retail qualifications.

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