Customer Relations - QLS Level 2 Course

Course Format:Paper Based Materials
Self-Study Time:Approximately 80 Hours (Self-Study)
Delivery Time:1-2 Working Days (Courier Service)
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Course Fees & Payment Options
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6 Month Payment Option Details:
1 initial payment of £100.00 followed by 5 monthly payments of £30.00 by Direct Debit
Course Description

The Customer Relations - QLS Level 2 Course is designed for people seeking to understand and apply good practice in promoting effective customer relations.

The course is particularly suited to staff who deal regularly with guests, visitors and customers face to face, in writing and on the telephone.

Course Objectives:

  • At the end of the home study courses students will be able to:
  • Understand the need for customer care skills
  • Identify strengths and weaknesses in your firms care approach
  • Plan a caring approach
  • Develop personal customer care skills – face to face
  • Develop personal customer care skills – on the phone
  • Understand how to deal effectively with anger, aggression and complaints
  • Define the role of receptionist
  • Describe good practice in receiving visitors and guests
  • List the administrative function assigned to reception
  • Understand the importance of security and personal safety

On successful completion of this course students will receive a QLS Level 2 Certificate of Achievement from ABC Awards and Certa Awards.

The Customer Relations - QLS Level 2 Course Includes the Following Units:
The following topics are covered: Why your firm needs customer care, Why you need to do something about it, Your plan of campaign, Customer care skills and Handling complaints.
The following topics are covered: Telephones – problems and opportunities, Communicating on the telephone, Telephone skills, Telephone Reception Skills, Dos and Don’ts on the telephone, Handling problems and objections, Controlling anger, Dealing with criticism and Handling complaints.
The following topics are covered: The role of the receptionist, Being a ambassador, Receiving visitors & guests, Administration in reception, Security & safety and Telephone Skills.
Prerequisites

There are no particular entry requirements for this course, so students can sign up providing they are comfortable studying at a Level 2 standard.

Course Duration & Online Support

You can start this course at any time, and you would be registered for a one-year period. You also have access to a personal tutor who can be contacted by email. Your tutor is available to assist with any queries and to mark your assignments for the Awarding Body.

As the course is self-study, you can complete it as quickly as you like. Support extensions are available if students do not complete the course within the one-year period.

Assessment

You will be assessed on TMAs (Tutor Marked Assignments). Most TMAs consists of short paragraph answers, although some TMAs may have a specific word count. The main criteria to pass as assignment is to prove to the tutor that you have fully understood the question and have answered it sufficiently.

If the assignment is not of the required level or needs an amendment it will be detailed in your tutor feedback so you can make any required changes. The course tutor will be happy to give guidance as to how you might improve you answers. Your work can be sent back to your course tutor by email or by post.

About ABC Awards & Certa Awards Certification

At the end of this course, successful learners will receive a QLS Level 2 Certificate of Achievement from ABC Awards and Certa Awards.

This course has been endorsed by ABC Awards and Certa Awards for its high-quality. The Quality Licence Scheme, endorses high-quality, non-regulated provision and training programmes. This course and/or training programme has been endorsed by the Quality Licence Scheme for its high-quality, non-regulated provision and training programmes. This course and/or training programme is not regulated by Ofqual and is not an accredited qualification. Your training provider will be able to advise you on any further recognition, for example progression routes into further and/or higher education. For further information please visit the Learner FAQs on the Quality Licence Scheme website.

You can find more information on level descriptors from our Certification Overview Page.

Quick Question

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Customer Relations - QLS Level 2 Course
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