What opportunities will this course give me?

The chance to enhance your knowledge, skills and behaviours within the customer service environment and delve deeper into your own learning and development.

The objective of the qualification is to support a role in the workplace in retail, giving learners the opportunity to learn and evidence their knowledge and competency.
The qualification provides learners with the knowledge, understanding and skills in customer service such as:
• understanding the organisation
• influencing skills
• dealing with customer conflict and challenge

After completion of the qualification you may have the opportunity to upskill to Level 3 Customer Service Practitioner or Level 3 Team Leader (dependant on job role).

What will I be learning?

This qualification supports the role in the workplace for learners who deal, or intend to
deal with customers on a daily basis as part of their job role. It is applicable to a variety of
work environments and covers topics such as promoting additional products and/or services
to customers, carrying out customer service handovers and resolving customer service
problems.

Why is this course for me?

Your actions influence the customer experience and their satisfaction with your organisation. This course will support you in demonstrating excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers.

Topics include:
• delivering customer service
• understanding customers
• the principles of customer service
• understanding employer organisations
• managing personal performance and development

This qualification supports the role in the workplace for learners who deal, or intend to deal with customers on a daily basis as part of their job role. It is applicable to a variety of work environments and covers topics such as promoting additional products and/or services to customers, carrying out customer service handovers and resolving customer service problems.

How will my learning be enhanced?

Our team of professionals will deliver the training with a blended approach to enhance learners knowledge, skills and behaviours to include;

• 1 day a month attendance at Eastleigh College
• Online weekly lessons via our digital delivery platforms
• Directed study with remote delivery support

Why is Eastleigh College my best choice?

You will be taught by our friendly and supportive staff throughout the apprenticeship, who will be monitoring your progress.

Adult classroom 19+ Fully funded for unemployed and low paid and co funded for other 19+

What do I need to sign up?

To register on to this qualification, learners are required to meet the following entry requirements:
• be 16 years of age or above
• have a basic level of literacy and numeracy

Is there anything else I need to know?

You will work towards the Highfield Level 2 Diploma in Customer Service Skills (RQF). Highfield is the leading provider of regulated compliance qualifications in the UK,
certificating over 350,000 learners a year. Were extremely proud to be a Highfield approved centre and offer industry-recognised qualifications that will enhance your career prospects.

The qualification is a combined knowledge and competence qualification. It is assessed through the completion of a portfolio of evidence, which must be internally assessed and quality assured by the centre. A portfolio of evidence gives centres flexibility in how individual assessment criteria are assessed.

Course Code

CSVHD2