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Description

Level 2 Diploma in Customer Service

This qualification is designed for those who have or will have frequent contact with customers as part of their job role and responsibility. It is designed to develop learners’ knowledge, understanding and skills to work effectively in a customer service role and equips them to enter in to employment in a customer service role. The units incorporate recognised customer service terminology and cover up to date techniques and mediums for the delivery of customer service, including online services and social media. Employers have been consulted throughout the development to ensure the content of the qualification is full and relevant to nsure learners are occupationally competent in the workplace.



present_to_all   PURSUE YOUR DREAMS - GAIN A RESPECTED QUALIFICATION STUDYING ONLINE

The programme aims to develop pro-active decision makers, managers and leaders for a variety of careers in business sectors in a global context.
Why choose LSPM ?
  • Your qualification is recognized and accepted world over.
  • Our curriculum helps you to develop critical thinking, exceptional management knowledge and cultural awareness.
  • Experience online-time study like never before with our purpose built smart learning tools which gives you advantage of studying anytime and anywhere.
  • Be part of an elite cohort of talented business students, and develop a valuable and influential global network using LSPM online community.
❶   Course duration
The programme is available in two duration modes:
6 months
9 months
❷   Course Delivery

Online

❸   Entry Requirements
  • This qualification is appropriate for Learners in the following age ranges: 16-18, 19+ OR;
  • There are no formal entry requirements for this qualification.
❹   Course Content

Mandatory Units Group A
- Deliver customer service
- Understand customers
- Principles of customer service
- Understand employer organisations
- Manage personal performance and development

Optional Units Group B
- Communicate verbally with customers
- Communicate with customers in writing

Optional Units Group C
- Deal with incoming telephone calls from customers
- Make telephone calls to customers
- Promote additional products and/or services to customers
- Process information about customers
- Exceed customer expectations
- Deliver customer service whilst working on customers’ premises
- Carry out customer service handovers
- Resolve customer service problems
- Deliver customer service to challenging customers
- Develop customer relationships
- Support customer service improvements
- Support customers through real-time online customer service
- Support customers using self-service equipment
- Use social media to deliver customer service
- Provide post-transaction customer service

Optional Units Group D
- Health and safety procedures in the workplace
- Manage diary systems
- Provide reception services
- Contribute to the organisation of an event
- Buddy a colleague to develop their skills
- Employee rights and responsibilities
- Develop working relationships with colleagues
- Principles of equality and diversity in the workplace
- Processing sales orders
- Meeting customers’ after sales needs
- Handling objections and closing sales
- Deal with incidents through a contact centre
- Carry out direct sales activities in a contact centre
- Bespoke software

❺   Assessment

The assessment is done via submission of assignment. There are no written exams.

❻   Course fee
The fee for the programme is as follows:

6 months - GBP £1299


9 months - GBP £999
❼   Payment plans

6 months - GBP £1299
● Payment option (a): GBP £433 x 3 monthly instalments
● Payment option (b): GBP £1234 x 1 instalment (We offer 5% bursary on total fee for students opting to pay in full)

9 months - GBP £999
● Payment option (c): GBP £199 x 5 monthly instalments
● Payment option (d): GBP £499 x 2 quarterly instalments
● Payment option (e): GBP £949 x 1 instalment (We offer 5% bursary on total fee for students opting to pay in full)
❽   Accreditation

  • The qualification is delivered by London School of International Business (LSIB) and it is awarded by Innovate Awarding, an Ofqual-regulated Awarding Body. All of the qualifications are listed on the Ofqual register.

❾   How to apply?

Simply follow the 2 steps given below to enrol:

(1) Fill enrolment form on-line at
https://www.lspm.org.uk/enrolment-v2/start.html

(2) Pay enrolment fee of GBP £15
(This can be paid online using credit or debit card)

Key facts about Level 2 Diploma in Customer Service

Mandatory Units Group A
- Deliver customer service
- Understand customers
- Principles of customer service
- Understand employer organisations
- Manage personal performance and development

Optional Units Group B
- Communicate verbally with customers
- Communicate with customers in writing

Optional Units Group C
- Deal with incoming telephone calls from customers
- Make telephone calls to customers
- Promote additional products and/or services to customers
- Process information about customers
- Exceed customer expectations
- Deliver customer service whilst working on customers’ premises
- Carry out customer service handovers
- Resolve customer service problems
- Deliver customer service to challenging customers
- Develop customer relationships
- Support customer service improvements
- Support customers through real-time online customer service
- Support customers using self-service equipment
- Use social media to deliver customer service
- Provide post-transaction customer service

Optional Units Group D
- Health and safety procedures in the workplace
- Manage diary systems
- Provide reception services
- Contribute to the organisation of an event
- Buddy a colleague to develop their skills
- Employee rights and responsibilities
- Develop working relationships with colleagues
- Principles of equality and diversity in the workplace
- Processing sales orders
- Meeting customers’ after sales needs
- Handling objections and closing sales
- Deal with incidents through a contact centre
- Carry out direct sales activities in a contact centre
- Bespoke software

Course Content

visibility          Click to view course details
    Mandatory Units Group A
    - Deliver customer service
    - Understand customers
    - Principles of customer service
    - Understand employer organisations
    - Manage personal performance and development

    Optional Units Group B
    - Communicate verbally with customers
    - Communicate with customers in writing

    Optional Units Group C
    - Deal with incoming telephone calls from customers
    - Make telephone calls to customers
    - Promote additional products and/or services to customers
    - Process information about customers
    - Exceed customer expectations
    - Deliver customer service whilst working on customers’ premises
    - Carry out customer service handovers
    - Resolve customer service problems
    - Deliver customer service to challenging customers
    - Develop customer relationships
    - Support customer service improvements
    - Support customers through real-time online customer service
    - Support customers using self-service equipment
    - Use social media to deliver customer service
    - Provide post-transaction customer service

    Optional Units Group D
    - Health and safety procedures in the workplace
    - Manage diary systems
    - Provide reception services
    - Contribute to the organisation of an event
    - Buddy a colleague to develop their skills
    - Employee rights and responsibilities
    - Develop working relationships with colleagues
    - Principles of equality and diversity in the workplace
    - Processing sales orders
    - Meeting customers’ after sales needs
    - Handling objections and closing sales
    - Deal with incidents through a contact centre
    - Carry out direct sales activities in a contact centre
    - Bespoke software

Fee structure and payment plans

   6 months - GBP £1299
● Payment option (a): GBP £433 x 3 monthly instalments
● Payment option (b): GBP £1234 x 1 instalment (We offer 5% bursary on total fee for students opting to pay in full)
   9 months - GBP £999
● Payment option (c): GBP £199 x 5 monthly instalments
● Payment option (d): GBP £499 x 2 quarterly instalments
● Payment option (e): GBP £949 x 1 instalment (We offer 5% bursary on total fee for students opting to pay in full)

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