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NCFE Level 2 Certificate in Principles of Customer Service

Course Level: 

Level 2

Overview of the course: 

Good customer service is crucial for any business. 96% of unhappy customers don’t ever complain - instead, 91% of them simply leave and never come back. This shows that providing good customer service and handling any issues in a professional and courteous manner is essential for a business's success. If you work in customer service, this course can help you improve your skills and make sure every customer has a great experience. You will increase your awareness of how to understand and meet customers' needs, as well as learn how to improve your performance using feedback and how to successfully promote products and services.

Entry requirements: 

Eligibility Criteria

• Aged 19+ (born before 01/09/2001)
• If under 24 you must hold a FULL level 2 qualification
• Lived in the UK continuously for 3 years
• Not to have completed the course before
• Not already be completing a distance learning course with us, or any other training provider
• Not live in an area of the UK with a devolved government (this will be checked by our team upon application)

Entry onto any course at East Durham College is subject to final approval from the Assistant Principal. Where relevant, the term ‘entry requirements’ also includes DBS checks, references, fitness to practice, etc.

Topics: 

Units
• Principles of Customer Service and Delivery
• Understand Customers
• Understand Employer Organisations

What you will learn
• To deliver excellent customer service
• Increase awareness of understanding and meeting customers’ needs
• Giving a great customer experience
• Learn from feedback and promote products and services

How is the course assessed?: 

When we have received your completed enrolment paperwork, it is checked and processed, a Tutor is allocated, and a further email will be sent with your joining instructions, this will entail your start and end date, submission dates and Tutor contact details, if completing online you will also be advised of the weblink and your unique username to enable you to login into our E-assessor portal. If completing by paper you will still receive a joining instruction email and your paper resources will be posted out to you. Your assigned Tutor is there to offer help and guidance, they are there for you to contact direct if you need any assistance with your course content. Your first assessment is required to be completed within 6 weeks, as a guidance you should allow, at the very least 4-5 hours a week to answer questions and meet target dates. Your feedback from your Tutor will either be online via E-assessor (located in “My Portfolio”) or via email if completing by paper.

Length of the course: 

You will have 24 weeks from enrolling to complete the course, this duration includes Tutor feedback, IQA and internal processes. You can complete the qualification online via our eLearning Assessor portal or in paper-based format. Everything is done remotely via post or email, including tutor support.

Campus: 

Distance Learning

When does the course start: 

This course is learner lead, meaning you start when after you have completed the enrolment paperwork and you have received an email stating your start and submission details etc.

More important information about this course:

Fees: 

Our distance learning courses are free upon completion, however if you fail to complete and withdraw you will be required to pay a proportion of the fees as per the EDC fees policy, this equates to £100.
*We make every effort to publish correct fees, however all fees are subject to change. Fees are correct as at the current time (11 Oct 2021 12:15) and are subject to change up to the date of enrolment. Fees quoted are payable annually

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How to apply: 

To apply online for this course, please click on the 'Apply for this course' button below.

Alternatively, if you need assistance with your application or you would like to apply over the phone or using a paper-based application form, please call Student Services on 0191 518 8222.