Highfield Level 2 Award in Customer Service (RQF)

Course description

This qualification is appropriate to any learners working or preparing to work in a customer service role or where using a telephone is a part of their role. It is suitable for all industries where customer service is a requirement. The qualification covers the principles of customer service including how to meet customers’ expectations, the importance of appropriate behaviour and communication techniques as well as ways to deal with problem customers. GUIDED LEARNING HOURS This course will be run over six hours. It can be delivered in one day or split over two half-day sessions. FORM OF ASSESSMENT The qualification is assessed by a multiple-choice question examination. The examination for this qualification contains 30 questions that must be completed within 1 hour. The pass mark is 66%. SYLLABUS The principles of customer service How customer needs and expectations are formed The interpersonal skills and appropriate behaviour required in the customer service environment The principles of responding to customers’ problems or complaints