NCFE Award in
Principles of Customer Service Level 2 Broadly comparable to SCQF Level 5

Develop your understanding of effective and efficient customer service.

Overview

Why take this course?

Suitable for learners currently working in a customer–facing role, or looking to gain employment in a role which requires customer service skills, this course has been created by industry experts to help learners develop and improve the practical skills needed to deliver effective customer service. Learners will be introduced to key principles of customer service, communication techniques and different approaches for resolving problems. Learners will also gain an understanding of different organisational structures and current sales and consumer–related legislation.

Learners who achieve this qualification could continue their learning with other related level 2 courses, or progress further to level 3 qualifications.

What you will experience

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

Key facts

Mode of study
Distance Learning
Method of study

This course will require you to manage your workload independently, with a basic level of tutor support.

What you will need

As this course is provided online, students will require access to IT equipment and internet access to allow them to complete the course.

What you need to know

Anything else?

This is a Distance Learning course which means you can study at home, in the workplace or wherever you choose at times that are convenient for you. You do not have any classes to attend. The materials for this course are provided as webpages for you to work through online. As you progress through the course materials you will find explanations of each feature, followed by practical exercises. You will be supported throughout the course by a specialist Distance Learning Tutor.

As you progress they will continue to make regular contact to offer support and guidance, usually by email but sometimes by phone, to ensure you are making good progress and to support your learning throughout. You must be able to study independently through the course materials.

Whilst studying with Business & Community Development, you will have access to the Library+ sites and the Digital Skills Space. You will also have technical and administrative support from Business & Community Development team.

Fee Waivers

Please note that fee waivers or funding may apply. Find out more about funding for part-time courses.

Next steps

Education

Employment

Availability

Duration Fees Code
120 Hours over 18 Weeks £80.00
YBNTU
-O191A
Paper applications only

Paper applications

You must submit a paper application form for this course and return it to us completed and signed.

Completed forms should be returned to the following freepost address:

The Student Information & Admissions Manager
North East Scotland College
FREEPOST RTJJ-TXBA-AEZS
Aberdeen City Campus
Gallowgate
Aberdeen
Scotland
UK AB25 1BN

Should you have any problems with your application, please contact the Student Advice Centre:

Telephone: 01224 612330
Email: enquiry@nescol.ac.uk

If you take up a place on a College course, at the start of the course you will be asked to sign an enrolment form. In signing the form and/or taking up a place on a College course, you will enter into a contract with the College and be bound by the North East Scotland College Standard Terms and Conditions of Study. Copies of the Terms and Conditions are available for inspection on notice boards and at various locations throughout the College, at the College Reception, on the College website: www.nescol.ac.uk, or can be obtained on request from the Student Funding and Admissions Manager, North East Scotland College, Aberdeen City Campus, Gallowgate, Aberdeen AB25 1BN. Please note that courses are offered subject to (a) there being sufficient numbers of enrolments and (b) the availability of resources. The College reserves its right (i) not to run courses where the number of students is considered insufficient or where resources are unavailable and (ii) in certain circumstances, to refuse admission to an individual applicant.