HABC Level 2 Award in Customer Service (RQF)
The Training and Recruitment House
Key Qualification Facts
As a Training Organisation, The Training and Recruitment House is accredited by TQUK/HABC/IOSH. This course leads to certification in the Highfield Qualifications Level 2 Award in Customer Service.
Qualification Number: 600/6685/4
Learning Aim Reference: 60066854
Credit Value: 1
Assessment Method: Multiple-choice examination - 30 questions - minimum requirement 20/30.
Guided Learning Hours (GLH): 6
Total Qualification Time (TQT): 7
In order to complete this qualification, learners are required to:
• Be a minimum of 14 years of age.
There are no prerequisites for this qualification, although it is recommended that learners have a minimum of Level 1 in literacy/English or equivalent.
This Qualification is available as a Classroom or a Blended version. In the Blended Version you will complete the learning online then attend a classroom assessment.
How do I book onto the Course?
You can book your place Online or contact us on 02838 39 45 80
You can also email us at [email protected]
If you're in a hurry you can complete a Customer Service Course online.
1. Understand the principles of customer service
1.1 Identify the purpose of customer service
1.2 Describe how customer service affects the success of an organisation
1.3 Identify the different types of customers an organisation may have
1.4 Identify the range of customer needs
1.5 Describe how effective teamwork impacts on customer service
2. Understand how customer needs and expectations are formed
2.1 Describe the purpose of an organisation’s service offer
2.2 Describe how customer expectations are formed
2.3 Describe the relationships between customer expectations and customer satisfaction
2.4 Identify why it is important to ensure effective customer relationships are maintained
2.5 Identify methods of obtaining customer feedback and why this is important
3. Know the interpersonal skills and appropriate behaviour required in the customer service environment
3.1 Identify different methods of communication
3.2 Describe the range of interpersonal skills required for effective customer service
3.3 Explain how non-verbal communication of the service deliverer can affect the behaviour of the customer
3.4 Describe how personal presentation, approach and attitude will influence the perception of the service delivered
3.5 Describe the appropriate behaviour and customer service skills required when using the telephone
3.6 Explain why it is important to ensure that the customer is informed and reassured at all stages
4. Understand the principles of responding to customers’ problems or complaints
4.1 Identify common causes of customer problems and complaints
4.2 Describe the importance of adapting methods of communication and behaviour to meet the individual needs of customers
4.3 Describe ways of handling difficult customer situations
4.4 Explain the importance of responding to customer service issues promptly
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