NCFE Level 2 Certificate in Principles of Customer Service

Units

The qualification is built around these units:

• Principles of customer service and delivery
• Understand customers
• Understand employer organisations
• Understand how to communicate with customers

Topics and content

During the course you will learn to:

• Explain the purpose and scope of customer service.
• Identify your own role in ensuring that a brand promise is delivered.
• Explain how cultural factors can affect customers’ expectations.
• Describe different methods of attracting customers and retaining their loyalty.
• Explain the differences between the private, public and voluntary sectors.
• Describe the internal and external influences on organisations.
• Explain why “customer service language” is used.
• Describe practices for producing different forms of written communication.

Qualification details