Level 2 - City & Guilds Diploma in Customer Services
Please see below for information on each mandatory unit of the Level 2 Customer Service Qualification.
1
Principles of Customer Services
• Understand customer service
• Understand how legal and ethical requirements relate to customer service
• Understand how to deliver effective customer service
• Understand the management of customer service information
2
Understanding Customers
• Understand different types of customers
• Understand the value of customer and their loyalty
3
Understand Employer Organisations
• Understand the difference between Public, Private and Voluntary sectors
• Identify different organisational structures and which best suit organisations
• Describe different types of legal structures
• Explain why change in the business is important
• Identify the internal and external influences on the organisation using business
models